CallScripter is a market leading provider of unified agent desktop, scripting and process optimisation software for the contact and customer service industry. Visit www.callscripter.com for more information. Case Study The Business Need This outsourcing contact centre is a network of agents, offering contact centre solutions to clients, but all the agents are based within their own homes. Having identified a niche in the market for a virtual contact centre, the organisation needed to ensure that the correct systems and software were in place for the company to succeed. Solutions The company provides each agent with a broadband connection, PC and hard phone. Once installed into their homes, the agents simply log on to the dedicated CallScripter hosted service, via Internet Explorer.

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