Concerto Software, Inc., a proven provider of customer interaction management (CIM) solutions, today announced that Reid Kerr College has selected Concerto`s unified CIM technology, ContactPro, to strengthen its call centre training facilities.
Reid Kerr is one of Scotland`s fastest growing colleges of further education. It currently operates a call centre that offers training for students wishing to work in the call centre sector. The centre also conducts market research on behalf of the college and its various partners and customers.
ContactPro, Concerto`s unified CIM solution, manages customer interactions across all communication channels including voice, fax, email and the Web. Reid Kerr selected ContactPro for the host of contact centre functionality it offers including universal queuing, inbound automatic call distribution, outbound predictive dialling, and multimedia routing, monitoring, recording and reporting. Built on an open architecture, ContactPro easily integrates with Reid Kerr`s existing technology and variety of databases, as well as offers the ability to set up home-working facilities for out-of-hours contact.
"Working in partnership with the call centre industry, we`re continually looking for ways to develop our training facilities using the very latest technology," said Morag Shields, call centre manager, Reid Kerr College. "Concerto`s unified CIM solution, ContactPro, was the most natural choice. It is seamlessly integrated with our current system and ensures all communication - both internal and external - is of the highest quality."
ContactPro is currently being used in one Reid Kerr call centre and has the versatility and flexibility to be deployed quickly in multiple locations through software-based upgrades without the need for additional hardware investment.
"Concerto provides us with a highly competitive technology advantage," said Shields. "We can now offer prospective call centre agents an added-value learning experience through our training, which will assist them in finding sustained employment in the industry. "
"We are pleased to be working with Reid Kerr on enhancing their education and training programs through implementing leading-edge contact centre technology," said Stephen Richardson-Frankton, managing director of Concerto UK. "Our successful relationship with Reid Kerr demonstrates Concerto`s ongoing commitment to expanding our European presence through continued customer satisfaction."
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Concerto Software provides contact centre solutions that help companies more effectively manage customer interactions via voice, fax, email and the Web. More than 1,100 companies worldwide - including banks, service bureaus, telecommunications firms, utilities and retailers - use Concerto solutions to deliver superior customer service, and to successfully acquire, retain and grow valuable customer relationships. Concerto Software is headquartered in Westford, Massachusetts, with operations across North America, Europe and Asia. For more information, visit www.concerto.com.
Reid Kerr College
Reid Kerr College is one of the fastest growing further education colleges in Scotland with over 16,000 students, 650 staff and 300 courses. The College serves the lifelong learning, education and training needs within its communities and seeks to provide open access to all while delivering a service of the highest quality to its users. The College also provides training and staff development customised to meet business and commercial needs. Working in partnership with organisations, locally, nationally and internationally, Reid Kerr assists companies in the development and growth of their business.
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