Fidelity Investments networks automatic call distributors

Fidelity Investments Inc installed four automatic call distributors with Rockwell Resource Management Center (RMC) telephone management software to manage their 80,000 calls per day load, knowing that a lost call is a lost sale. Customer calls are now handled more efficiently under heavy call load. Each call center can look at other call centers' traffic loads and agree to operational changes, thereby smoothing out any call overflow. As the call traffic flattens out, so do the staffing levels across the network, thereby reducing Fidelity's hiring costs. The RMC gives center managers detailed reports concerning system maintenance allowing them to re-route resources. The system allows changes to agent and trunk assignments to be made for all centers to better respond to call traffic.

Business
Telecommunications industry
Telecommunications equipment industry
Telecommunications systems
Automatic call distributors
Telephone management software
Financial services
Automation
Phone Traffic Analysis
Telephone Management Software
Automatic Call Distributor
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