Concerto Software Selected By CashCall For Unified Contact Center Solution
WESTFORD, Mass., Aug. 9, 2005 - Concerto Software, a provider of contact center
solutions, today announced that CashCall, Inc., a consumer lending company,
selected Concerto EnsemblePro for implementation in its fast-growing Irvine,
Calif. contact center.
Concerto EnsemblePro provides CashCall, a new Concerto customer, with a unified
inbound and outbound multi-channel solution that can easily be integrated with
other contact center products. Call blending will reduce CashCall𠏋 agent idle
time by handling a mix of inbound and outbound interactions based on demand and
traffic. The predictive dialer will automate CashCall𠏋 manual dialing functions,
incorporate real-time access to customer information and determine the correct
pacing for outbound calls.
CashCall is also taking advantage of the interactive voice response (IVR) and
recording capabilities built into Concerto EnsemblePro. With the IVR, CashCall
can facilitate and fulfill customer inquiries and requests, such as account or
loan status information, without requiring agent assistance. The recording
functionality will enable contact center managers to review interactions between
agents and customers allowing CashCall to modify and fine-tune the customer
experience.
"CashCall was created to simplify the consumer loan application process and we
carry that philosophy throughout the organization, including the contact
center,?said Louis Ochoa, director of loan servicing, CashCall. 孏o help make
that happen, we needed a contact center solution that would improve productivity
and overall efficiency while providing a rapid return on our investment. We
chose Concerto because they have a clear understanding of our business processes
and corporate strategy. The Concerto EnsemblePro solution is a perfect fit for
CashCall because it gives us the tools we need to achieve our objectives today
and as we continue to grow.?
As a unified solution, Concerto EnsemblePro will enable CashCall to apply a
consistent set of business rules across channels, helping them better serve
customers and achieve their strategic objectives. Whether customers interact
with CashCall by phone or email, they can expect the same level of service. With
this functionality, CashCall will also be able to prioritize customers based on
their value to the organization and then have the most appropriate agent manage
each interaction.
𨯗s a dynamic and growing organization, CashCall recognized that much of what
they were trying to achieve could be done much faster and more efficiently with
a unified contact center solution,?said Ralph Breslauer, executive vice
president of sales and marketing at Concerto. 㜁ith Concerto EnsemblePro,
CashCall𠏋 customers will have more interaction options and its agents will have
the tools and information they need to provide the best level of service. As a
result, CashCall will be able to maximize customer relationships, while
reinforcing their brand of simplifying the loan process. ?
Built from the ground up to scale from 10 to thousands of seats, Concerto
EnsemblePro is the industry's first complete contact center solution that unites
inbound, outbound and blended multi-channel contact (voice, email, web and fax),
while delivering robust queuing, routing, reporting and agent empowerment
capabilities in a single solution.
