Historically the cost of supporting the infrastructure and communications of geographically distributed call centers has led to exceedingly high costs per customer interaction. SaaS is having a measurable impact on newer call center implementations sooner than most would expect.

The built in connectivity and scalability of SaaS allows call center managers to focus on the most important elements of running a service center – improving the quality of every customer interaction while keeping costs down.

EDL core capabilities focusing on integration services allows our clients to achieve the benefits of a SaaS solution while maintaining seamless connectivity to the legacy systems which empower CSRs with the information they need to drive customer loyalty.

In addition, these integrations allow customers to make self-service a preferred destination, further lowering interaction costs and freeing up CSRs to focus on value-added activities retaining customers and building customer satisfaction.

The benefits of a SaaS-based approach to call-center solutions are highly compelling. These benefits include support for:

• Agent console
• Reports and Dashboards
• Case Management
• Case Collaboration
• CTI
• Knowledge Base
• Call Scripting
• Email Management
• Workflow and escalation