ModusLink Global Solutions
announced today that it has upgraded its information technology infrastructure
to a new cloud-based contact center solution. The global platform provides a
single gateway for all inbound communication for over 15 current client
programs.
The industry-leading cloud
solution promises clients improved quality control through 100% real-time
monitoring and allows for more data-driven operations, instantly enhancing
operational efficiency.
ModusLink’s existing contact
centers in North America, Europe, and Asia will remain open, but the locations
will now be centralized on the cloud-system. The system provides 24/7 support,
and has the capability to automatically determine the best available agent to
handle an incoming inquiry, based on language and queue time.
“Moving contact center
support to the cloud allows us to vastly improve the amount of time it can take
to implement programs for new clients and we can more quickly than ever scale
up operations for existing clients who experience seasonal or launch-related
spikes in call volume,” said Art Sebastiano, ModusLink’s Chief Information
Technology Officer. “A cloud-based platform where hardware is maintained in
redundancy and independent of the physical call center location also safeguards
business continuity, which is critical for our clients and helps ensure
exceptional levels of customer support.”
For information on
ModusLink’s operations and its new cloud-based platform, please visit www.moduslink.com
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