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TIME LIFE, DIRECT HOLDINGS GLOBAL needed a solution to improve the operational aspects of their teleservices environment across multiple call centers, hundreds of agents and thousands of callers. They turned to Intelemedia’s solutions to unify reporting across all their call centers providing real-time intelligent call routing. Predictive Scoring helped to prioritize callers, routing their best prospects to the front of the queue and matching these opportunities with their best agents. Intelemedia’s INsight suite of products decreased abandonment rates by 17% and improved caller conversion rates by 35%.
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