12/27/2023 0 Comments Nsd package tracking![]() ![]() NSD created flows that automate how incoming call traffic is routed. After taking the platform for a test drive before purchasing, Marshall was able to dive right in once implementation was complete. It’s very simple, it’s easy to use, it’s powerful, and that was the reason why I chose to go with IntelePeer,” explains Marshall. “I’ve worked with a lot of different IVR systems and was the easiest one that I’ve ever worked with. IntelePeer’s intuitive design and ease of use convinced NSD that it was the perfect solution for their challenges. NSD began looking for new solutions and came across IntelePeer’s suite of services, which they were able to get an in-depth look at before purchasing. NSD was looking to implement automated self-service options to help customers get the information they need without having to wait on hold and speak to an agent. ![]() NSD needed a better way to handle inbound traffic and provide customers with important information.Īlong with not having the flexibility to customize as needed, the existing system’s lack of advanced capabilities inhibited NSD’s ability to improve agent productivity and provide a stellar customer experience. So, we just didn’t,” expressed Marshall Ware, Senior Manager of Customer Experience. If you wanted something more customized, then you’d have to pay a lot of money to do anything. “The entire system was set up incorrectly and they did it on purpose, I think, just to make it more expensive for us to fix it. Even the smallest adjustments became overcomplicated and required the assistance of their vendor. The inflexibility, lack of automation and IVR capabilities, and cost of customizing their existing contact center systems made this a difficult and time-consuming issue to address. NSD’s contact center agents were overloaded with too many calls each day, creating high hold times and frustrating their customers. NSD is a logistics and delivery company providing delivery services, product assembly and installation, reverse logistics, and other distribution services to large retailers and manufacturers in the U.S. ![]()
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