Multimedia Contact Center Facilitates Superior Customer Service and Multimedia Contact Center Facilitates Superior Customer Service and

Multimedia Contact Center Facilitates Superior Customer Service and New Fulfillment Opportunities for Clients

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Source: Nortel Networks

Date: January 2008

Type: White Paper

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Overview: Palm Coast Data is a full-service magazine, product and membership services fulfillment company established in 1984 in Palm Coast, Florida. As email growth in the magazine business began to skyrocket, the company faced an inability to accurately report on agent email activity, and no prioritization of emails existed - agents were randomly choosing emails to process. A Nortel Contact Center solution is delivering the state of today’s art to Palm Coast Data’s customer service center, allowing email, web services and outbound campaigns that are as easy to manage as telephone calls.

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