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In addition, Callidus sought to lower total cost of ownership by eliminating high consulting and maintenance costs for its legacy systems. Callidus Software also needed an effective customer self-service portal to empower its customer to be more self-sufficient, and reduce the number of routine requests. Customer agents can focus on more complex inquiries, thereby increasing overall productivity throughout the enterprise and satisfaction among customers.

With customer service agents located on different continents, the company required a solution to be flexible enough to work seamlessly throughout the dispersed business units. Neocase's integrated customer service platform was able to meet each of these business demands, while offering added-value, next-generation customer service functionality to Callidus.

"Neocase has already helped us to realize significant cost savings in our customer service operations while increasing satisfaction among our customers. The Neocase solution will continue to add tremendous value to our organization," states Ron Fior, Chief Financial Officer at Callidus. Michael L. Graves, CTO of Callidus Software, adds: "Neocase has, by far, been the perfect solution to consolidate all of our customer service applications within one single platform. The flexibility of the solution has made it very easy for us to integrate our various systems including our CTI system, therefore making our customer service staff more productive and effective."

With the implementation of Neocase CS, Neocase Software has delivered a highly integrated customer service platform consisting of the case management application, self-service portal and knowledge base. The solution is also integrated with Callidus's CTI system and therefore further enhances the productivity of its customer service operations. Callidus was able to use all of its existing knowledge base articles in the robust Neocase Knowledge Base for easy agent access and increased productivity. Neocase's reporting functionality also provides Callidus management with more advanced analysis and data on SLA achievement, time to resolution and activity in three-tiered support levels.

"Our team at Neocase is extremely proud of the implementation at Callidus Software. It shows the complexity of customer support operations that our platform and solutions can work in as well as the flexibility and ease in which such a complex workflow and infrastructure can be deployed on-premise," stated Julien Dahan, COO & President of Neocase Software. "Neocase strives to empower customer service operations to deliver a superior customer experience through an integrated solution of case management, self-service and knowledge management. The partnership between Callidus and Neocase has accomplished that."