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In brief: Issue Issue 30 13 Jul 2012

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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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