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The biggest challenge encountered by the Acorn International was how to build a unified platform to handle the large information flows created by it. The platform needs to enable the great variety of products and brands to share the internal resources of the enterprise, while reducing customer service costs. Acorn needed to build a more reliable and efficient contact center system and integrate the information handled by the call enter with the back-end business operation and management system of the enterprise in a real-time and seamless manner. Nortel provided a high-performance contact center solution to Acorn International to build its nationwide contact center system. The system integrates Nortel's advanced and reliable PBX as well as the comprehensive CRM solution.
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