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09-24-2002, 11:08 AM
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Value of Telecom Call Handling Services
I am looking for contact center managers' feedback on the value of PSTN network-based call handling services such as Pre-Termination Routing, Network Queuing and Post-Termination (Transfer) Routing available from telecom service providers.
Do you have experience with these services in a multiple-site contact center? Have they provided the promised benefits in terms of agent efficiency, queue optimization, quicket ASA, etc? Are there different network-based call handling services that you would like to see from your carrier? Ovum recently indicated that 35% of agents would be served by network-based call handling by 2005. Does your experience support this assertion? Karl Bermel karl.bermel@sympatico.ca 
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