Eircell in £3m technology overhaul by ELoyalty

NEWS ELoyalty has won a £3m contract with Irish mobile phone operator Eircell, to overhaul its call centre technology and processes. Eircell's customer services centre, headquartered in Dublin, is being fully integrated so agents can improve outbound calling and cross-selling services using customer relationship management (CRM) technology. The implementation of intelligent voice routing technology has already been completed as the first phase of the contract. In addition, an interactive desktop application for the agents has also been developed.