Application Servers White Papers
Nortel Network Case Study: Radio Shack
Overview RadioShack Canada is a leading Canadian consumer electronics retailer, with more than 800 stores and some 2,000 employees coast to coast, and sales of about CDN$400 million. The launch of RadioShack.ca, a website showcasing RadioShack products, would mean a huge increase in e-mail requests, plus additional calls to a new 800 number for customers. Who was going to handle all these inquiries' A single multimedia call center with Symposium Call Center Server and Symposium Web Center Portal now handles voice and Web-based traffic. The new system identifies queries by type - order, warranty question, fax-back request, etc. - and routes each voice call or e-mail message to the agent most qualified to answer it.
| Publisher | Nortel Networks | File Format | |
|---|---|---|---|
| Date Published | March 2001 | ||
| Format | Case Studies | ||
| Topics | |||
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