Satisfied Customers, Bottom Line Profits
| Aon Integramark provides debt management services to large-scale banks and credit card organizations. Aon chose Seratel to centralize call management, recording and reporting; and implement an integrated call scripting system. Seratel made it easier to research and locate calls and hold monitoring sessions. With the ability to route, queue and distribute calls globally, Aon also improved agent utilization and first call resolution. Abandoned call rates were reduced to less than 0.5%; the best performance in the company’s ten-year history. |
 | Gardens Alive! is a leader among U.S. mail order companies dedicated to biological control of garden pests. To satisfy its increasingly complex customer care requirements and address the seasonality of its business, the company chose Seratel. Seratel integrated with Verscape’s hosted IVR solution provides on-demand scalability, improved agent utilization and increased customer satisfaction. |
 | Influent call center solutions help companies improve customer acquisition and retention. Influent chose Seratel in order to ramp up new enterprise customers without upfront capital expenditures. Influent improved speed and efficiency of deployment while eliminating the need to purchase, install, integrate and maintain enterprise-dictated technology solutions. |
 | Office Depot® deployed Seratel for its North American Business Solutions Division to manage over 20 million customer contacts with more than 1,000 agents and 10 call center locations. Seratel created a virtual center of visibility and control from which to consolidate all queuing, routing, recording, monitoring and reporting activities. With a flexible SaaS platform they could scale on demand to meet business change, and utilize their transport and telephony systems already in place. Office Depot expanded service operations while realizing a $3M annual cost savings. |
 | TiVo® is a pioneer and market leader in digital home entertainment. Finding premises-based solutions to be too expensive and inflexible, TiVo turned to Seratel. With Seratel, TiVo gained on-demand scalability and seamless integration with self-service and IVR applications. In addition, TiVo was able to eliminate half of its unnecessary 800-numbers. Average call handling time was reduced by 10 seconds, with agents saving more than 15 to 20 seconds per call on average. Read More > |
