POOLCENTER.com is one of the nations leading online discount swimming pool and spa suppliers that was launched in 1996. POOLCENTER.com is a fast growing
company that has doubled sales in the past year and wanted to keep up with the influx of communications with customers to serve them better. They decided
to upgrade its call center and integrate it with Live chat and Outlook emails. The EPICCENTER software by Easyrun technologies uses CTI (computer telephony integration ) a technology
that unites the telephone and computer, creating an exchange of information that greatly enhances productivity and efficiency. It allows all the
components of a call center - telephone switches, interactive voice response units, agent work-stations and databases containing customer information
to work together efficiently. This helps in giving personalized service to the client by knowing their details via screen pop-up before their calls are answered.
Some of the benefits are:
• Increase customer satisfaction by delivering prompt and courteous service.
• Improve the quality of customer service by providing the complete picture instantly on the agent's screen.
• Facilitate complex business functions by providing the necessary electronic business workflow and message based routing and querying functions.
• Capture, retain and leverage customer data while enabling full information access through complete voice, data, image and web transfer across geographic and cross functional boundaries.
• Reduce unproductive, unwieldy paperwork.
POOLCENTER.com believed that this was the best system to serve the customer to ensure 100% customer satisfaction and customer retention in a fast growing market.
