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•Case Study: Borland Software

While there are multitudes of hardware and software solutions available to help customer service executives manage call center operations, very few offer the three elements that matter most to both the decision-makers and users of the technology – reliability, affordability and flexibility. When Borland approached Angel.com in 2004, the company's hardware-based Automatic Call Distribution (ACD) system, used to route and deliver incoming calls in call centers to agents, was failing the company in each of these key areas:

1. Reliability: Borland experienced many latency issues with the ACD system, including frequent outages and very little communication from the vendor surrounding those outages.
2. Affordability: Borland's vendor offered little or no technical support, and when it did the maintenance costs were prohibitive.
3. Flexibility: Making day-to-day modifications to reflect changes in the call center operation was difficult and very expensive.

For Gary Janos, Director of Technical Support at Borland, the problem reached far beyond the product weaknesses – the system was failing Borland's customers. Borland's call abandonment rate had reached nearly 20% in 2004 and the average response time increased into the 50 second range. Based on these numbers and the growing frustration with the current vendor, Janos began looking into alternative solutions.

Click Here To Download:
•Case Study: Borland Software