IT Employment

Contact Center Boosts Call Response Time 66 Percent With Unified Communications Solution

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Executive Summary

Emerson Ecologics provides nutritional supplements and supplies to healthcare practitioners. The company runs a midsize contact center that brings in approximately 50 percent of its revenues. When Emerson acquired another location, its contact center employees came under increased strain. Emerson turned to Clarity Consulting to deploy a Microsoft Unified Communications solution using Microsoft Office Communications Server 2007 R2 and Clarity Connect, a software solution providing a hosted contact center platform that connects over the Internet to Office Communications Server R2. The solution has improved customer call response time by 66 percent and attrition rates have also reduced. It also provides fast, easy access to detailed contact center activity information and reports, which help with immediate business needs and long-term business planning.

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