Context

  • Customer Service Campaign
  • 150 calls / Day
  • Prospecting Campaign

Challenges

  • Improve the productivity of outbound telemarketing campaigns
  • Call Blending
  • Unified agent interface

Canals

  • 70 % Outbound 30% Inbound
  • IVR, Email

Results

  • Optimization of resources through the call blending
  • + 20% of productivity