CC & CC Bembibre trusts Presence Technology solutions to optimize customer service

The Pathway to Profitability for your Contact Center

Monday, 31 January 2011 00:00

With 250 seats, this Contact Center is a source of employment in El Bierzo, a region with a high unemployment rate

CC & CC Bembibre, provider of CRM and customer services located in El Bierzo (Leon), has relied on Presence Technology solutions to optimize its Contact Center.

CC & CC Bembibre was created to increase employment in a predominantly mining area with a high unemployment rate that resulted from this industry crisis. Thus, the company provided high quality training for those local population groups with more difficulties to get a job: people over 40 years, female or disabled.

The Contact Center has 50 seats and 100 agents, with growth forecasts up to 250 positions. For its outbound campaigns, the company required a flexible tool, easy to integrate and implement. So they chose Presence Inbound and Outbound for inbound and outbound calls, Presence Scripting for scripts development and Presence Recording for quality evaluation, over Presence OpenGate (based on Asterisk).