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 Cellarmasters Has Got New Contact Centre with Interactive Intelligence
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16 November 2010
Cellarmasters, Australia’s largest direct wine retailer, will deploy the Interactive Intelligence, all-in-one IP communications software suite, Customer Interaction Center (CIC), at its new contact centre in Surry Hills in inner Sydney.
Interactive Intelligence Elite partner, CallTime Solutions, won the competitive tender to deploy the CIC next-generation telephony platform, which will support growing sales and improve service to more than 360,000 Cellarmasters customers.
The SIP-based CIC solution will provide Cellarmasters’ new Surry Hills 200 seat contact centre and the organisation’s 100 business users with functionality for IP PBX, automatic call distribution, interactive voice response, unified messaging, desktop faxing, softphone, presence management, multi-channel recording and blended dialing. It replaces the organisation’s legacy PBX, ACD, call recording and dialler systems.
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