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SMC Exceeds their Business Expectations with Customer1
Genticity, a provider of powerful, web-based customer interaction management (CIM) solutions, announced that Specialty Merchandise Corporation (SMC) has exceeded their business expectations with the implementation of Customer1 as the Agent Desktop technology platform for its inbound and outbound Contact Center.
Over 150 customer service representatives across the SMC network were recently transitioned to Customer1 creating a common Agent Dashboard that is fully integrated with their Telephony switch and Quality Monitoring system.
"We expected significant improvements in sales, and efficiency and reductions in agent attrition. Frankly, we have been delighted with the immediate impact, results and the improvement to our bottom line," said Kevin Biggs, Sr. VP Contact Center Operations. "Our sales improved by 10% within our first few weeks of operation and have continued to improve and our Agent attrition has decreased significantly. We now have a tool in place that provides real-time feedback and supports our continuous improvement initiatives, empowering us to deliver on our commitment to our customers and employees.
"Customer1 was the technology we were looking for, but just as important was their industry experience and their organizational commitment to our success," said Scott Darling, CIO of Specialty Merchandise Corporation. "We needed to have confidence that the company we selected could integrate easily into our existing infrastructure and could deliver on our commitment to the business. We had that confidence with the Genticity team and they did not let us down."
"It's very gratifying to see the results of this project," said Paul Bertin, CEO of Genticity. "We pride ourselves on our ability to sit on the same side of the table as our customers, to understand their goals and objectives, and to help them realize the results they expect to achieve. SMC has been a true partner and this project is an excellent example of how a combined team can work effectively to a common goal."
Customer1 is a browser-based, highly flexible and easy-to-use application that consolidates the agent desktop, reduces call-handling times, supports cross selling and up selling for increased profitability and provides real-time and proactive analytics. Winner of the Best New Product for the Contact Center in 2004, Customer1 V2.3 delivers flexibility, functionality and performance at a low total cost of ownership.
