CASE STUDY HomeShop18 India’s first 24-hour home shopping network increases sales and productivity with Blended Interaction ™ • Increased call handling rate from 9 calls per hour to 14 • Improved sales conversion rate of 35 to 40 percent instead of 20 percent Results • Reduced call response time for short messenger service SMS from 12 hours to only few minutes • Improved agent efficiency from 60 percent to 85 percent “ In a services b

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