3COM | Technology

Company: 3COM

Profile

3Com Corporation, headquartered in Santa Clara, California, provides easy-to-use connectivity products and solutions for consumers and commercial organizations. 3Com enriches people's networking experience in the areas of home networks and gateways, Internet appliances, broadband Internet access, local area network (LAN) and mobile access, business LAN telephony, wireless mobility, high-speed LANs, and carrier-class platforms delivering IP telephony, wireless, and broadband services.

Challenge

3Com receives millions of calls each year at its help desk support center. The company needed a solution that would allow agents to quickly and efficiently manage the high volume of customer interactions received daily. The solution needed to map agent skillsets and provide premium levels of service through personalization. The existing system provided minimal statistics and limited on-line data. A solution was required that would improve this situation and result in increased customer and CSR satisfaction.

Solution

After a thorough review and evaluation, 3COM selected Apropos Multimedia Interaction Management, a product providing immediate identification and intelligent routing that automatically distributes calls to the appropriate CSR for personalized handling. In addition, the system enables CSRs to manage call flow and high call volume, even in peak times. The multimedia visual queue feature displays each interaction and its status. Pertinent information is captured and viewed to produce key statistics and historical reporting.

Benefits

Among the benefits achieved by the Apropos solution were the following:

• Automatic dispatching and routing quickly routed the calls to the appropriate agent and enabled the agent to handle each interaction in a more personalized and efficient manner.
• Statistics and reporting produced key information and business metrics that enabled management to make well-informed business decisions.
• Powerful interaction management instantly displayed all interactions and pertinent information, allowing agents to deliver a more efficient response and increasing customer satisfaction.