Route vacation travelers.Air Jamaica Vacations, the in-house In-house In the context of general equities, keeping an activity within the firm. For example, rather than go to the marketplace and sell a security for a client to anyone, an attempt is made to find a buyer to complete the transaction with the firm. vacation wholesale division of the airline, takes customer service seriously. To better serve its customers and tailor A tailor is a person whose occupation is to sew menswear style jackets and the skirts or trousers that go with them. Although the term dates to the thirteenth century, tailor vacation packages for them, all representatives are sent to the Caribbean to gain firsthand first·hand adj. Received from the original source: firsthand information. first knowledge of each destination and hotel in its program. The division needed a call center to route customer calls to the agents most well informed about their particular inquiries. CELLIT's ContactPro software had a skills-based routing feature, which precisely targets interactions to the individual agent with the best skill match. This comprehensive, converged solution manages customer interactions across all channels of communication, including voice, fax, e-mail and the Web, with multimedia blending of them to a single agent desktop. Unified management and administration is possible from a single touch point. Open system architecture and rich application programming interfaces allow for integration with other enterprise solutions, including customer relationship management, enterprise resource planning See ERP. (application, business) Enterprise Resource Planning - (ERP) Any software system designed to support and automate the business processes of medium and large businesses. , workforce management Workforce Management (WFM) encompasses all the responsibilities for maintaining a productive and happy workforce. Sometimes referred to as HRMS systems, or even the larger ERP systems (Oracle, PeopleSoft, SAP). There are many software vendors within this space. , agent scripting and legacy solutions. Since replacing its PBX-based legacy system with ContactPro, Air Jamaica Vacation has fielded 6,000 customer calls each day--a 50% increase. The division now determines in which Caribbean island a caller Caller may refer to one of the following:
prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. Carlisle Vason, Air Jamaica Vacations senior vice president. www.cellit.com Circle 264 for more information from CELLIT [ILLUSTRATION OMITTED] |
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