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Overview:

N.E.W. Customer Service Companies (NEW) is one of the world's largest providers of buyer protection programs, extended service plans, and consumer product support. About 1,400 customer service agents are home-based, and NEW needed an efficient way for them to work collaboratively and cut their call-handling time. Before, agents used public instant messaging to communicate with one another, but NEW wanted a chat solution that it could manage itself. To solve this problem, NEW deployed Microsoft Office Communications Server 2007 R2, which offers persistent group chat functionality. Now team members get questions answered quickly using chat rooms. As a result, fewer calls are escalated to specialists and those that are escalated are handled faster.

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Format:WORD
Date:Aug 2009

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