White Papers

CEDA on Call to Fight Poverty With Verizon Business Contact Center Solutions

Category: IT Management, Enterprise Applications

Overview CEDA is a nonprofit community action agency with an annual budget of more than $150 million serving approximately 375,000 Cook County residents. Without reporting on daily call volumes, CEDA had no visibility into when inbound spikes would occur, nor could it easily identify high-call-volume days. CEDA recognized that something needed to be done to better serve its customers. Verizon Business worked with CEDA to understand the initial challenges associated with the LIHEAP program. The decision was made to implement Web Center-a network-based Automated Call Distributor (ACD). Web Center provided an immediate vehicle for overall control of incoming calls, allowing for visibility into number of calls, call status, traffic fluctuations, and more.

By downloading you agree to our Terms and Conditions. These include information regarding use of your personal data.

Publisher: Verizon Business
File Format: PDF
Date Published: May 30, 2009
Format: Case Studies
Topics: Call Center - Contact, Customer Support Services

Similiar White Papers

Measuring the Pain: What is Fragmented Communications Costing Your Enterprise?

In this document, you will discover the results of the largest-ever survey of enterprise and contact center employees. T

Publisher: Siemens | Tags: crm

Momentum Webcast: Grow Your Business With Microsoft Dynamics CRM (Level 100)

Join this webcast to learn that Microsoft Dynamics® CRM 4.0 is a fully integrated customer relationship management (CRM

Publisher: Microsoft | Tags: crm, customer service, erp, management, marketing, microsoft office, office

Hosted CRM Vendor Comparison Guide

Hosted CRM solutions make up a sizable portion of the growing CRM market. This guide breaks down the major players (Sale

Publisher: Inside CRM | Tags: crm

Creating a Winning Customer Experience: At the Center of How Companies Compete

Download this Avaya case study to learn how DaimlerChrysler's Customer Assistance Center (CAC) has used computer-telepho

Publisher: Avaya | Tags: customer service, real-time

The West Bromwich Building Society Improves Cross-Selling

Throughout its 150-year history, The West Brom has put its customers first. During the 1990s, however, the company had t

Publisher: Oracle | Tags: data

Verizon Business White Papers

MPLS VPN Networking and Migration Considerations

Featured white papers

The Value of Location Intelligence in the Communications Industry

Pitney Bowes

Public Services are under pressure, the challenge is to do more with less. How do you improve citizen satisfaction, increase cost efficiencies and improve service delivery? The power of location intelligence is helping many local authorities...

Download now »
Best Practices for Translating Customer Satisfaction into Revenue

Citrix Online

Today's support organisations are focused on two top-level metrics: financial results and customer satisfaction. For most, it's easy to track financial performance, but customer satisfaction is akin to speaking a foreign language...

Download now »
HP print solutions and 3M

Hewlett-Packard (HP)

The objective for 3M was to optimize office printing infrastructure at 3M locations worldwide, reduce total cost and environmental footprint. Some of the business benefits acheived by switching to HP print solutions...

Download now »