Credit Solutions Launches Integrated IT Program to Minimize Client
Hold Times
DALLAS (Business Wire EON) April 7, 2008 --
Credit Solutions, the largest for-profit debt management company in the
United States, recently rolled out a new Cisco contact center, which
enables the company’s telephony to interface
seamlessly with its enterprise research planning (ERP) infrastructure.
Credit Solutions partnered with Coleman Technologies and AT&T when
implementing the new system.
Choosing Cisco’s Unified Contact Center
Enterprise as its voice over Internet protocol (VoIP) system, Credit
Solutions has streamlined and integrated its IP and information
technology systems into a unified architecture.
With the recently launched Cisco network infrastructure, Credit
Solutions clients will be automatically routed to the correct
department. All the data in the ERP system will now merge with the
telephony framework, meaning shorter hold times for clients.
“Through Cisco’s
Unified Contact Center system, our phones are now integrated with our
desktops,” says Cody Wray, vice president of
information technology at Credit Solutions. “For
instance, when an employee logs on to his computer, he is now
automatically logged on to the phone system by our servers as well.”
Wray says call routing is driven by what employees are working on at
that particular moment.
“The Cisco system has presence, meaning it can
anticipate what agents are doing at all times and queue calls
accordingly,” says Wray.
Credit Solutions is certified by JD Power and Associates for providing
an “Outstanding Customer Service Experience.”
For more information about the company and its debt management program,
visit http://www.creditsolutions.com.
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