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June 30, 2008

Eglue's CRM Helps Endesa Reduce Expenses, Improve Customer and Agent Satisfaction



By Shireen Dee
TMCnet Contributor


Eglue recently announced that its InterAct Suite was chosen by Endesa, a utility company in Spain. This solution is being combined with customer relationship management (CRM) software by IZO System to bring more value to Endesa’s operations.
 
The deployment of the eglue (News - Alert) InterAct Suite at Endesa’s call centers supports more than 11 million customers, in the process reducing Endesa’s expenses by 25 percent and training periods by 30 percent. By cutting short the Average Hold Time (AHT) by five percent, Endesa is able to better serve its customers.
 
In a recent survey, call center employees gave InterAct Suite an employee satisfaction rating of 100 percent. They found it to be very helpful as it empowered call center employees with solutions that automatically provided updated information. This ensured that customer queries were efficiently cleared with no need for further follow-up. With a decrease in error occurrences, it helped improve Endesa’s relations with agents.
 
“The positive response from our agents was amazing,” said Manuel Palomino of Endesa. “We consistently heard from the agents that InterAct Suite facilitates their work and significantly reduces the numbers of errors. Agents are able to simultaneously incorporate both business and operational objectives into each customer interaction. This also leads to significant bottom line results and happier customers.”
 
IZO System was able to meet eglue’s requirements with its products and was the system integrator for the eglue InterAct Suite. eglue’s partnership with IZO System is to serve the purpose of improving its Customer Relations Services in Spain, Brazil, Mexico and Portugal.
 
“eglue InterAct Suite delivers extremely impressive productivity and efficiency improvements as well as expense reduction,” commented Juan Carlos Fouz of IZO System. “This joint solution demonstrated a strong proof of concept. We see great value for customers in Europe and Latin America, and look forward to our mutual continued success.”
 
Endesa plans to implement eglue’s InterAct Suite immediately in order to meet its operational objectives. With its implementation, Endesa’s agents will be able to answer all calls efficiently with less time wastage.
 
“We are very proud to be working with a leading provider in Spain, as we continue to build our footprint globally. Our ability to provide unified criteria for each and every interaction that occurs is essential in maintaining a successful call center, a satisfied customer, and a customer-retaining business,” said Dror Pockard (News - Alert), chief executive officer of eglue.
 
Shireen Dee is a contributing editor for TMCnet. To read more of Shireen’s articles, please visit her columnist page.
 

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is  Jim Cossetta, President, CEO, 4What Interactive, Creators of The VoIPTrainer, brought to you by 4What Interactive (News - Alert).

 
 

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