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EDS wanted to help clients achieve success with high performance sales and marketing, customer care, and technical support contact centers and create efficiencies to reduce costs to clients, without compromising service excellence and quality. The challenge was to meet client demands for lower risk, higher customer satisfaction, lower costs, and revenue growth. EDS implemented Oracle Business Intelligence Contact Center Telephony Analytics to gain the ability to evaluate performance and conduct reporting across all clients, ultimately helping to deliver better quality service as well as gained visibility into operations of multiple contact centers with more than 27,000 agents, enabling the company to accurately track key performance indicators to ensure they meet service level agreements.
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