E-CRM provider boosts service with CTI investment

NEWS Dataforce said that the investment will enable a ten-fold increase to its call capacity. Additionally, the Avaya platform integrates all types of customer communication so it is better positioned to match caller profiles with appropriate agents. Avaya's Interactive Voice Response (IVR) technology will enable Dataforce to give its corporate customers assistance that is a mix of self-service and agent-attended services. This round of investment is part of an integration project totaling £2m, which includes investments in database management and data analysis tools. The company's CEO, Andrew Johnson, said in a statement: "This is the latest phase in our Computer Telephony Integration (CTI) investment programme. Our client's need to offer consumers a single point of contact, irrespective of whether contact has been by post, web or phone; this phase adds an additional layer of intelligence in managing that process."