Case Study ON THE NICE SOLUTION ABOUT CUSTOMER DIRECT Customer Direct is a business process outsourcer (BPO) providing multichannel, multilingual live agent services including reservations, customer care and technical support. Its customer base includes leading companies throughout the U.S. and around the world in the hospitality, publishing, healthcare, IT and e-commerce industries. The company has facilities in St. Louis, MO and Queretaro, Mexico. One hundred twenty-five full-time agents provide 24x7x365 support for phone, email and chat interactions. Agents service a wide variety of queries including making hotel reservations, answering product questions and managing subscription services. THE CHALLENGE Customer Direct is keenly focused on delivering an outstanding customer ex

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