Nortel Network Symposium Call Center Server Links PC Connection to Excellent Customer Service
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Overview: PC Connection is a direct marketer of Information Technology (IT) products to businesses and consumers worldwide. PC Connection needed a contact center solution that could filter rapidly increasing call volumes to 1,250 specialized agents through networked locations and provide skill-based routing in five locations across the United States. With Nortel Networks Symposium Call Center Server, inbound callers are immediately linked to the most appropriate representative to best serve customer needs. Achieving this impeccable level of efficiency saves PC Connection money and reduces the number of transferred calls and customers on hold, decreasing customer frustration and hang-ups.