Virgin Mobile buys hosted CRM to support iPhone

 

Virgin Mobile will implement RightNow Technologies’ on-demand customer relationship management (CRM) system in its contact centre next month.

The system will be used to track and manage all incoming calls and emails on all contact centre agents' desktops.

In a statement, Virgin Mobile said that it receives more than two million inbound calls each year.

The new CRM solution will offer customers a greater choice of interaction channels, including phone, web, chat or email. It will also allow agents to upsell to existing customers.

The decision to select RightNow follows a tender process in which eight vendors were evaluated over a six-month period.

“The multi-channel capabilities are especially important to Virgin Mobile as we gear up support to offer the iPhone and manage ongoing growth overall in our Virgin Broadband network,” said Robert Tihanyi, Director, Customer Care, Virgin Mobile.

Virgin Mobile Australia employs over 600 people across Australia and has over 600,000 customers using either Virgin Mobile or Virgin Broadband.

Virgin Mobile buys hosted CRM to support iPhone
 
 
 
Top Stories
Microsoft confirms Australian Azure launch
Available from next week.
 
NBN Co names first 140 FTTN sites
National trial extended.
 
Cloud, big data propel bank CISOs into the boardroom
And this time, they are welcome.
 
 
Sign up to receive iTnews email bulletins
   FOLLOW US...
Latest Comments
Polls
In which area is your IT shop hiring the most staff?




   |   View results
IT security and risk
  25%
 
Sourcing and strategy
  13%
 
IT infrastructure (servers, storage, networking)
  22%
 
End user computing (desktops, mobiles, apps)
  14%
 
Software development
  27%
TOTAL VOTES: 262

Vote
Would your InfoSec team be prepared to share threat data with the Australian Government?

   |   View results
Yes
  62%
 
No
  38%
TOTAL VOTES: 82

Vote