Drastically Reduced Wait Times
Dynamic Call Routing matches the caller’s number to a database by identifying the customer and routing it to the correct consultant. This process takes less than a second, therefore substantially reducing transfer times, increasing efficiencies and productivity. This relieves the customer frustration of being transferred from one agent to another.
Trailfinders use our CTI integration to identify the caller and pop a screen so the agent can see their history and personal details. Delivering a personal service is key to Trailfinders’ success.
We also assisted with the re-location of Trailfinders’ 1,000 staff to working at home. The teleworking solution was robust, resilient and easy for the users to set up at home providing them with the same features and functionalities they have in the office.