7/13/2004 - NMS Communications (NASDAQ: NMSS), and ComputerTalk announced that ComputerTalk's ice3 contact center solution has been successfully deployed at Capgemini's US Human Resource Contact Center. Since its deployment more than a year ago, ice3, based on the Open AccessTM platform from NMS Communications, has helped Capgemini to improve customer satisfaction by maximizing staff utilization, reducing wait time, and providing enhanced services such as informational messages for crisis management and multi-language capabilities. Capgemini integrated ice3 into the company's existing communications infrastructure, networking its resources and providing a flexible solution with no service disruptions, allowing for a seamless transition to automatically route callers to HR Professionals.
Capgemini's main goal was to optimize its virtual call center. The ability to route to available resources, better balance staff, and enable less wait time and/or call backs, resulted in enhanced productivity, higher customer satisfaction, and fewer abandoned calls. The reliability, ease of configuration and maintenance of ice3 indirectly improved cost savings.
"The Human Resource Contact Center services more than 5,000 employees who are accustomed to doing business over the phone and who expect quality customer service," says Hope Hayes, Associate Director, People Relationship Management, Capgemini. "ice3 exceeded our expectations by routing calls to available agents, even remotely, and giving callers more options. We save money and provide a higher level of service with the ice3 contact center."
NMS's scalable, flexible Open Access platform enables ComputerTalk to easily support hundreds of geographically distributed agents. ice3 provides complete speech-enabled self-service through voice I/O (speech recognition, digitized prompts, and text-to-speech), all on a blended, all-in-one solution. ice3's point-and-click workflow tools let users design and implement workflows and scripts quickly and easily, without the additional costs or delays of vendor intervention.
"ice3 facilitates efficient communication at every customer touch point," said Greg Blackett, Director of Marketing at ComputerTalk. "We are pleased to be an integral part of Capgemini's success in providing exceptional customer service at its Human Resource Contact Center."
Computer Talk Technology (ComputerTalk) designs, deploys, and supports communication solutions for more than 400 clients worldwide. Established in 1987, ComputerTalk is headquartered in Toronto with offices in Chicago, Montreal, and Staffordshire, England. ComputerTalk's blended, all-in-one platform, ice3, helps companies streamline phone, e-mail, Web chat, and voice messaging interactions to improve productivity, service levels, and overall performance. Its managed outsourcing program leverages clients' existing investments and empowers them with the freedom to manage as much or as little of their contact center as they wish. Services include custom application development, outsourced agents, flexible service agreements, and dedicated customer service. Customers include Barclays Bank, Via Rail, TD Waterhouse, Staples/Business Depot, Enbridge Consumers Gas, Olympia can York, and Grocery Gateway. Complete information is available on the company web site at: http://www.computer-talk.com.
About NMS Communications
NMS Communications (NASDAQ:NMSS) is a leading provider of communications technologies and solutions, enabling new enhanced services and efficient networks that help our customers grow their revenues and profits. Visit www.nmscommunications.com for more information.
NMS Communications and Open Access are trademarks of NMS Communications Corporation.
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