Improved Customer Satisfaction

Collaboration allows agents to service customers more efficiently. With wait times reduced and customer information (such as how the contact was initiated and what web page the client is viewing) immediately displayed for an agent, the level of personalized customer service increases, as does the satisfaction of the client.

Enhancing customer service was Grand & Toy’s biggest corporate driver for deploying CallCenterAnywhere. “Customer service provided over the telephone or accessible from any communication device was an important ingredient to our enhanced customer experience plan,” said Dan Faveri, National Operations manager at Grand & Toy.

“CallCenterAnywhere allows us to offer consumers new channels of communication such as e-mail and chat, which will be routed in one unified queue to the best-qualified agent, regardless of agent location, using weighted skills-based routing.”

“Since rolling out Call Center Anywhere, Grand & Toy has improved customer service, enhancing agent visibility and monitoring along with significantly improving our disaster contingency planning,” Faveri said. “We have come a long way with CallCenterAnywhere and feel good about our ability to work within our budgeted return on investment.”

“Oracle's CallCenterAnywhere empowered us to unify our organization, increase per-seat revenue, and reduce our operating costs quickly, easily, and without business disruption.”
John Melodysta
Vice President, IT
Grand & Toy