Case Study: ECI

Part of the giant Bertelsmann media group, ECI retails books, DVD’s, CDs, video and games using a club system. Direct Marketing-driven ECI regularly sends catalogues to its 1.3 million members in the Netherlands and the Dutch-speaking area of Belgium. ECI’s focus on multi-channel distribution explains the 28 stores and state of the art websites in addition to these catalogues.

Challenge

As transactions through ECI’s mail order and Internet operations rose rapidly, there were clear technical and economic reasons to replace the company’s 10-year-old Call Center and prepare for future expansion. However, it was essential to maintain productivity whilst improving efficiency, reducing maintenance and lowering costs.

Solution

NextiraOne proposed the first installation in the Netherlands of a combined Alcatel OmniPCX Enterprise-Genesys CTI solution using Alcatel OmniTouch as the specified back up option.

Benefits

The stability of the Alcatel/Genesys platform has allowed continuous improvements in efficiency through better call management and faster on-screen SAP information, leading to more ‘talk-time’ with customers.
Outbound telemarketing activity for the 25 dedicated staff has also been improved.

Partners

Alcatel-Lucent, Genesys



Activity
  • Retail Trade
Size
  • Industry
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