Product: Helix by Alorica (HbA)
"Today, Alorica takes care of all its major
client's customer interaction and support
activities in 28 countries, including call
center, service, repair, parts, merchandise
returns and swapping, warehousing, distribution
and logistics services."
Product: Interaction Vault (iVault)
Client reports that, "Since the implementation
of iVault, we were able to immediately view the
entire history of all our customer interactions.
In less than a week, iVault has made an impact
on our support center by allowing agents to
enhance productivity and offer improved quality
"The online self-help solution worked so
well that within a month, e-mail volume dropped
by 50 percent: 200 e-mails a day to 100, of
which most were questions about specific orders."
Avaya CRM Solutions, Interaction Management
"Since implementing the Avaya solution, the
client company's CSRs answer 98 percent of all
incoming calls live, in spite of an overall
increase in call volume of 18 percent."
Product: Broadbase E-Service Suite
Client reports, "Our reps' productivity is
skyrocketing thanks to the Broadbase e-mail
management, self-service and chat features we've
Client quote: "We've freed our supervisors from
the reporting function and tremendously
increased the productivity of our reporting
group. Instead of months of intensive in-house
development, we had PRISM up and running in
under two weeks."
Product: Cisco Customer Interaction Suite
"Customer response to the new services has been
Service: Customer Care, Customer Experience
"In the first quarter of 2001, ClientLogic's
technical support services achieved an
impressive 94.3 percent customer satisfaction
rating from client's customers."
Product: CIMphone v 2.0
"Today (post-implementation), approximately 90
percent of inbound calls are routed directly to
the appropriate CSR, who accesses
client-specific information via automatic screen
Product: CALL Link for Norstar
"Client's average transaction time dropped 30
percent to 13 seconds per call after
installation. They experienced a 95% reduction
in the abandoned calls that were in queue, and a
30 percent increase in calls processed...all
with no additional staff."
Product: eshare NetAgent
"We were looking for software that could scale
as needed. We found that eshare does that
The client company found that, "Handling time
has been reduced by 60 percent as a result of
DesktopStreaming. We can see exactly what the
customer is doing and the result of that action.
ExpertCity's product takes all the guesswork out
Product: TotalNet Call Routing
"The system's scheduling, reporting and
real-time features allowed the client to achieve
its goal of having customer service
representatives on the phone for 7.5 hours of an
Product: Customer Interaction Center (CIC)
The client, a full-service teleservices and
fulfillment agency, said, "With CIC, we no
longer have to depend on our local carrier. CIC
gives us an exceptionally reliable system that
lets us create customized interaction services
Product: Kana Response
"With the help of Kana Response, the client now
maintains an impressive 12-hour service level at
least 90 percent of the time."
Product: KnowDev 5.0
A user of KnowDev, Knowlagent's agent training
software, reports, "Annual turnover among
contact center agents has decreased from 65
percent per year to almost 31 percent after
"The client's customer support representatives
can now instantly receive and log service cases,
monitor service level agreements and delegate
problem-solution activities to any part of the
organization, from corporate headquarters to the
866-TP-America/404-256-4673, ext. 538
The client, a large insurance company, indicated
that, post-implementation, "Eight-five percent
of our members found their calls to be helpful.
262-375-6555, ext. 2250
Product: Client Management Software (CMS)
"Thanks to CMS, the client is able to generate
2,600 qualified sales leads annually, nearly
tripling previous results and producing a
whopping $100 million of opportunity."
Product: Intelligent Response Platform
PAR3's product, which allows users to send
relevant alerts to customers via telephone,
e-mail, pager, fax or wireless device, has
helped a loan and mortgage company improve
two-way communication with its customers. "The
alerts provide customers with more frequent and
timely information on loan status and helped the
loan company increase loan closure rates by
reducing incoming status calls."
Product: PeopleSoft CRM Sales; PeopleSoft CRM
"Since the implementation of PeopleSoft CRM, the
client has grown in revenue by more than 300
percent. It has added over 300 people, including
over a dozen IT professionals."
Product: Remedy Customer Support
"The client reduced call center operating costs
by 15 percent during the first six months after
the implementation and was able to re-energize
its call center staff and improve their morale."
Product: RightNow Web
"According to the client's Webmaster, in the
week after implementing the product, phone calls
were slashed by at least 50 percent."
"The client, a large airline, has boosted
productivity and cost-savings by one percent,
which translates into big bucks for a call
center of its size."
The client reports, "SAS gives us the ability to
collect customer behavior information, learn
about our customers and then do something
strategic about it."
Product Synchrony 4.0
"Upon implementation of Synchrony, the client's
call abandonment rate dropped from 15 percent to
4 percent, a 73 percent reduction."
732-287-2100, ext. 938
"On the whole, response times are much faster;
more than 650 tickets have been closed in just
four months, and productivity in the MIS
department is at an all-time high."
Product: Vividence XMS
The client, a Web-based real estate company,
reports that, "The number of leads distributed
to real estate agents in the months following
the Web site redesign increased over 150
Product: WebEx OnCall
"Implementing WebEx immediately improved the
client's ability to address customer needs and
increased the support staff's productivity by an
estimated 20 to 30 percent."
Product: Contact Center Solution
"Having e-mail and chat channels in addition to
telephony allows agents to communicate with
customers in multimedia during the sales
process, dramatically reducing the length of the
Product: eQuality Balance/eQuality Evaluation
"The client has seen an increase in its agents'
technical abilities. Coaching sessions with
agents and supervisors have eliminated 15 to 20
seconds from average call times, which has
resulted in significant cost savings."
To July 2001 Table Of Contents ]