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
By Staff Writers on Aug 19, 2008 12:47PM