Customer
ISAS Technology – provider of consultancy & analytical reporting solutions for large call centers

Scope of Requirements
Continued business expansion is driving up demand for customer services and sales fulfillment needs across EMEA, NAM and SAM.

Solution Provided
A new IVR (Interactive Voice Response) system was deployed to segment calls by application in unison with new call collection telephone numbers for its international markets outside of Eire.

Financial Benefits
A ‘cost neutral’ solution whereby calls from overseas markets are now delivered into its call centre for free. i.e. no cost for the international call transport. The new IVR now filters / segments calls so that higher value sales calls are prioritized before being handed off to call centre staff maximized productivity of agent pool.