EDS Launches New CRM Solution that Orchestrates and Streamlines Customer Interactions
Wednesday, 05 April 2006
EDS has announced the launch of its Managed Customer Interaction Solution to help enterprises streamline and modernize their contact center operations while providing a total operating cost savings of up to 25 percent. EDS' solution is aimed at enterprises considering a technology refresh, contact center consolidation and optimization of their mix of onshore and offshore service providers. Component services include:
EDS uses a Global Services Network to deliver its global assets, providing clients with access to a reliable and scalable platform that enables new, integrated applications for call centers.
Multi-vendor management that drives standard tools and processes across all contact center providers in the enterprise. This allows businesses to take advantage of higher-skilled or lower-cost labor pools, link dispersed agents into virtual groups and perform dynamic load balancing while providing cost-effective 24x7 service.
Contact Center Management Services that optimize agent performance through enterprise routing, workforce and quality management.
Customer Self Services that provide seamless integration to lower-cost channels such as interactive voice response and speech recognition.
Customer Intelligence Services that maximize performance management capabilities through actionable dashboards, reports and real-time notifications and alerts.
EDS will tailor the solution to its customers' needs and offers a consumption based pricing model.
“EDS' solution also provides a company greater visibility and control of its entire customer experience,” said Fariba Rawhani, vice president, EDS Business Transformation Outsourcing CRM Services. “From marketing, to sales, to support, a company can effectively manage customer growth and retention strategies.”
EDS supports more than 500 clients in 214 contact centers with a total of 22,000 agents in 25 countries, providing support in 43 languages providing customer satisfaction with ratings averaging 98 percent.
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