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CRM-powered 300+ user call center
1.
over 150 concurrent
ISDN lines in Predictive mode for 300 extensions. NETSI requested a mixture of USB phones and VOIspeed approved headsets. In addition they required call recording, Customer Case Study: simple call management features and a system within their budget of € 40,000. 300+ user installation powered by VOIspeed. The Solution “We chose Sisceco b.com CRM integrated with SISECO integrate VOIspeed with own CRM VOIspeed because it was evidently a highly for call centres such as NETSI. innovative and open technology. Above all, we like the ease of integration with existing systems and the ability to customise it to our own company needs” explains Gianluca Cosomati, General Manager at NETSI. Reseller focus With 300 extensions, they were supplied with a 6 SISECO (http://www.SISECO.com ) has been ISDN PRI Card to enable 180 concurrent calls operating in the field of ICT for over 20 years, together with additional VoIP lines. Their favorite creating personalised software and hardware IT and features include: Management Solutions including CRM & CIM - IVR (fully interactive and configurable) responds (Customer Interaction Management) and CTI to demands from script to deliver automatic and (IphoneBox, the interface with VOIspeed) platforms. continuous phone communication; and Their trademark, GAT.crm has over 25,000 active - Predictive Dialer: this enables the operator to stations. process only real calls. The system will With a strong customer automatically dial a list of base across Europe, recent numbers and discard installations include two call instances when the centres in Romania: number is unavailable, (Cosetim e ICC). As busy or incorrect. This Roberto Lorenzetti (CIO increases dramatically the and General Manger of efficiency of call-centre SISECO) explains: “Our operators. clients are companies that want to improve the The Outcome relationship with their With this technology NETSI is customers via a CRM able to provide their services system. Therefore our SISECO.B CRM portal 24 hours a day, 7 days a target audiences are week. The technology has customer facing companies brought significant benefits as such as Contact Centres (e.g. for SKY, 3, Vodafone); employees “can share information, and can be telesales and lead generation companies. NETSI is monitored, ensuring efficiency and professionalism. typical of our customer base as a sizable contact The database which is fed daily by the contacts centre handling large contact volumes and requiring developed, allows us to identify precise target a cost-effective but powerful communication profiles based on several variables and, in turn, to solution.” vary our own actions.” reports Gianluca Cosomati, General Manager, NETSI. Gianluca’s final opinion: “VOIspeed / SISECO CRM technology has been crucial to increasing the value and types of services provided which consequently, has increased our Customer Background overall business activity”. NETSI (http://www.NETSI.it/) is a contact centre that provides contact management services to a variety of “We have no hesitation in recommending businesses across Italy. With over 250 workstations VOIspeed technology and our partnership with and 300 operators and a leading software platform SISECO because it has improved the NETSI, can handle up to 20,000 hits per day, using effectiveness of our services and our different communication channels. productivity significantly”. The Challenge For enquiries please contact: NETSI required a cost effective but powerful solution Ms. Charlotte May, with features including predictive dialling, connecting tel: 01727 848186, email: info@voispeedltd.com Copyright © VOIspeed Ltd 2009, www.voispeedltd.co.uk
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