White Papers

Multimedia Contact Center Facilitates Superior Customer Service and New Fulfillment Opportunities for Clients

Category: IT Management, Enterprise Applications

Tags: web services, customer service, email

Overview Palm Coast Data is a full-service magazine, product and membership services fulfillment company established in 1984 in Palm Coast, Florida. Communications technology in the customer service center is central to Palm Coast Data's ability to satisfy new needs or drive new opportunities in servicing its clients. As email growth in the magazine business began to skyrocket, the company faced an inability to accurately report on agent email activity, and no prioritization of emails existed - agents were randomly choosing emails to process. A Nortel Contact Center solution delivered the state of today's art to Palm Coast Data's customer service center, allowing email, web services and outbound campaigns that are as easy to manage as telephone calls.

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Publisher: Nortel Networks
File Format: PDF
Date Published: Dec 19, 2007
Format: Case Studies
Topics: Call Center - Contact, Customer Support Services

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