Nextel IT Help Desk
Chrysalis employed a suite of packaged applications to enhance and optimize Nextel's IT Help Desk Call Center located in Atlanta, GA. Chrysalis worked with Nextel to develop an IVR application that would assist the Help Desk leads to quickly identify system outages and get the alert up on the IVR so that callers would know what was happening without having to clog the queues. It worked beautifully to reduce the calls in queue and allow the analysts to serve other callers. Sonata provides the ability to do coordinated call and screen transfers from the IVR to the analyst's desktop. One of Sonata's advantages is that it co-resides right on the IVR providing optimum integration with the Nortel Networks IVR, Meridian Link, and the analyst's desktop software. This software also gathers the ANI, CLID, and DNIS information from Meridian Link for use during an IVR session to do things such as identifying callers and route calls intelligently. Chrysalis' AgentStats desktop application shows performance statistics in a graphical form right on each analyst's desktop and a Marquee scrolls real time information entered by the supervisor across the analyst's screen. Collectivity, these applications have helped to optimized the IT Help Desk call center.