ModusLink
Global Solutions™ Inc. (NASDAQ: MLNK) today
announced it has significantly upgraded its information technology
infrastructure with a new cloud-based contact center solution. The 24x7
global platform will provide a single gateway for all inbound
communication for more than 15 current client programs.
“Moving contact
center support to the cloud allows us to vastly improve the amount
of time it can take to implement programs for new clients and we can
more quickly than ever scale up operations for existing clients who
experience seasonal or launch-related spikes in call volume,” said Art
Sebastiano, Chief Information Technology Officer, ModusLink. “A
cloud-based platform where hardware is maintained in redundancy and
independent of the physical call center location also safeguards
business continuity, which is critical for our clients and helps ensure
exceptional levels of customer support.”
ModusLink will maintain its existing contact centers across the globe in
North America, Europe and Asia and these locations will now be
centralized on a common cloud-based system that automatically determines
the best available agent to handle an incoming inquiry based on
language, queue time, and the customers preferred mode of contact—phone,
chat or e-mail.
“A key consideration in this new deployment is the potential it offers
our clients for remarkable cost savings,” said Sebastiano. “This is
particularly true with many of our clients based in Europe, where with a
traditional customer support system, the client owns and manages the
costs associated with its incoming support phone numbers. That
expenditure can typically represent as much as 20 to 30 percent of their
annual telecom budget.”
In addition to offering 24-hour support, the industry-leading cloud
solution provides clients with improved quality control through 100
percent real-time monitoring and allows for more data-driven operations,
instantly enhancing operational efficiency.
Additional Resources
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Sheet on ModusLink’s Contact Center Solution
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About ModusLink Global Solutions
ModusLink Global Solutions Inc. (NASDAQ: MLNK) executes comprehensive
supply chain and logistics services that are designed to improve
clients’ revenue, cost, sustainability and customer experience
objectives. ModusLink is a trusted and integrated provider to the
world’s leading companies in consumer electronics, communications,
computing, medical devices, software, luxury goods and retail. The
Company’s operating infrastructure annually supports more than $80
billion of its clients’ revenue and manages approximately 451 million
product shipments through more than 25 sites across North America,
Europe, and the Asia/Pacific region. For details on ModusLink's flexible
and scalable solutions visit www.moduslink.com
and www.valueunchained.com,
the blog for supply chain professionals.
ModusLink Global Solutions is a trademark of ModusLink Global
Solutions Inc. All other company names and products are trademarks or
registered trademarks of their respective companies.
Copyright Business Wire 2014