Crescendo, a full supplier of the Contact Center industry - Crescendo

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Crescendo, a full supplier of the Contact Center industry

25 Feb Crescendo, a full supplier of the Contact Center industry

Posted at 14:57h in COMUNICATE DE PRESA by Silvia 0 Comments

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Following the acquisition of ATP certification, CRESCENDO solution house clients benefit from advanced Contact Center Enterprise solutions, validated by Cisco internationally

Bucharest, February 25, 2010 CRESCENDO, the IT & C solution house, today announced the acquisition of Cisco ATP (Unified Contact Center Enterprise) Unified Contact Center Enterprise (unified contact center solutions for large companies). Thus, CRESCENDO becomes the only Romanian IT & C company certified to offer Cisco Unified Contact Center Enterprise integrated with Microsoft Dynamics CRM.

Participation in the ATP program is based only on the Cisco Invitation and involves the fulfillment of specific requirements, subsequently audited by Cisco Certification Bodies. CRESCENDO had to meet all the necessary criteria for obtaining certification, such as:

specialization in Cisco Advanced Unified Communication;
training and certifying the technical team in Cisco training centers in the UK and the US;
developing a proprietary laboratory – with presentation, testing, troubleshooting;

all while maintaining a high level of customer satisfaction – constantly monitored through the Cisco Customer Satisfaction (CSAT) mechanism.

„Getting the Cisco Authorized Technology Provider Certification by Crescendo assures the company’s clients, who are active in the field of contact centers, that they will enjoy the highest quality solutions and services offered by Cisco” said Dragos Josanu, Channels Manager of Cisco Romania.

“The new status comes as a complement to the services and solutions of our prototype and integrates the image of the integrator / solution house – a complete supplier for the Contact Center industry, regardless of the size, the field in which it operates or the specific business needs of the client company,” says Marius Tulea, General Manager CRESCENDO.

Up to 6000 connected agents simultaneously, millions of daily calls, improved productivity.

As part of Cisco Unified Communications portfolio, the Unified Contact Center Enterprise solution is designed to meet the needs of large-scale contact centers and / or large companies that want a high-end customer relationship department.

Particularly scalable, the solution allows simultaneous connection of up to 6,000 agents, serving millions of calls daily. It also helps to increase customer satisfaction and agent productivity, both in the inbound applications area – by intelligently routing calls to the most well-known resource in the organization, wherever they are, and outbound (calls made) by automatically calling preset client lists or all phone numbers assigned to a person and routing the call to the agent only when a human voice is recognized.

Due to the user-level integration capabilities – with business software applications (ERP, CRM, BI or other applications), software applications dedicated to specific industries (eg: Debt Collection) and / or web applications (chat, collaboration and e-mail) , customized interfaces can be developed depending on the desired automation and the operations specific to each agent. Agents get real-time access to all the information they need, regardless of where they are located (ERP, CRM, BI or other applications), contact mode (phone, email, fax, web, etc.) agent access mode (from a desktop, laptop or mobile device, connected locally or remotely).

In addition to immediate operational benefits, information stored over time is extremely valuable, and can be analyzed and exploited both to increase customer satisfaction and to more efficiently use the organization’s resources, resulting in increased company profitability.

The first client of the company is even … in the financial-banking sector

As part of its consolidation strategy in Romania, VOLKSBANK, the third largest Romanian bank in terms of asset size, opted to implement the Cisco Unified Contact Center Enterprise solution at the end of last year.

The project, launched in early 2010, aims to automate debit collection and involves implementing and integrating Cisco Unified Contact Center Enterprise with a dedicated debit collection application.

“In order to remain competitive in this market and to meet our business goals, we must constantly pay attention to low-performing loans and keep them at a minimum cost below a certain ceiling. We have opted for the Cisco Unified Contact Center Enterprise solution that meets all of our prerequisites and integrates perfectly with the existing IP telephony solution. Following implementation, we expect a 35% increase in the efficiency of the Debt Collection department, with a beneficial impact on the bank’s financial results,” says Daniel Oana, CIO VOLKSBANK.

Tags:

Contact Center, Tehnologie Cisco

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