Our client is a leading general merchandise retailer in the United States and complements its retail business by offering co-branded credit cards to qualified guests in each of its business segments. To provide these guests with superior service support, our Client has deployed various components of Avaya Contact Center solution and integrated with their CRM application running on Siebel. AIC and OA are the central components of this solution and are deployed across 2 sites in USA .
InteractCRM was chosen to provide the complete professional services including project requirement analysis, Multi site AIC Architecture design, deployment and integration with PBX, IVR and Siebel system for voice channel. Customizations around workflow and Agent client functionality were also delivered.