A major Quebec hotel chain is using a custom CDS IP call center solution to process all of it’s Central Reservation Calls as well as handling incoming calls of the 7 hotels remotely in the same call center. This solution can also be hybrid and installed behind a hotel PBX.
A major Canadian Food Retailer is using a custom CDS notification solution to quickly notify all of it’s retail stores of any food product recall or withdrawal notice. The solution includes confirmation of receipt, quantity on hand reporting and tracking of late responders.
A major security firm uses a custom CDS-IVR solution as a contact and tracking tool as a safety feature for agents as well as a confirmation of services rendered. Agents must report back to the system at predetermined times to ensure their safety and fulfillment of their mandate. Notification escalation is applied for any discrepancies to the predefined schedule.
An internationally renowned Cosmetic firm is using CDS IVR as a time logging tool. Cosmetics representatives across Canada dial in to the system to enter their time sheets. Supervisors can then authorise the time sheets via a web page. Representatives can also enter their time sheets via a web page. Payroll databases are updated automatically as time sheets are approved.
A major Cleaning and Maintenance firm uses a custom CDS-IVR solution as a tracking tool and confirmation of the timely presence of maintenance staff at contract sites. Notification escalation is applied for any discrepancies to the predefined schedule.
A Canadian supplier of Customer Loyalty Solutions is using CDS’IVR as an entry points to their clients earning loyalty points. Clients wishing to verify the status of their account or make transactions can access their files via an IVR Portal.
A major Canadian Furniture and Appliances retailer is using a CDS notification solution to advise clients of an upcoming delivery. Delivery is then followed by a Customer Satisfaction telephone survey.
Any business doing phone transactions can benefit from this powerful control tool :
- Quality assurance of customer interactions
- Quick and easy access to complete conversations using the various index fields available
- Additional information such as who hung-up first, agent or client, caller ID for incoming calls and dialled number for outgoing calls
- Programmable alarm keys for agents in need of help by supervisor
- Insure integrity of transactions made over the phone
A transport company uses recordings to settle disputes with its clients
An important newspaper publisher uses CDS’ recording solution in its classified ads call center.
A brokerage firms records all phone exchanges with its customer in case of dispute over transactions.
- Call accounting and traffic reporting
- Interactive Voice response
- Automatic Call Distribution
- Call Recording
- TAPI Gateway
- Custom Solutions
Revised: Jul. 2011
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Intelligent Solutions for Computer Telephony