Case Study www.nec-unified.com “We avoid losing customers when a call comes in for an employee who is unavailable by instantly transferring it to one who is.” Wim de Fouw ZLM Assurances Challenges The challenge was to ensure that 90 percent of all calls are put through to an employee within 15 seconds. ZLM Assurances has two main divisions: ‘Acceptance & Sales’ and ‘Claims’ and several support departments. The two main divisions are split

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