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Fares/ticketing, Other, East Midlands
Call centre upgrade for Novacroft
UK bus and rail smartcard ticketing back office service provider Novacroft has upgraded its 200-plus seat Northampton call centre with an ‘Interactive Intelligence’ customer interaction centre (CIC) suite. It has brought in the Interaction Recorder and Interaction Tracker features.
The solution is supported on a multichannel platform designed for session initiation protocol (SIP) and voice over IP (VoIP) capability. It has scope for real-time monitoring of client service level...
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