Credit Solutions Launches Integrated IT Program to Minimize Client Hold Times

DALLAS--Credit Solutions, the largest for-profit debt management company in the United States, recently rolled out a new Cisco contact center, which enables the company’s telephony to interface seamlessly with its enterprise research planning (ERP) infrastructure. Credit Solutions partnered with Coleman Technologies and AT&T when implementing the new system.

Choosing Cisco’s Unified Contact Center Enterprise as its voice over Internet protocol (VoIP) system, Credit Solutions has streamlined and integrated its IP and information technology systems into a unified architecture.

With the recently launched Cisco network infrastructure, Credit Solutions clients will be automatically routed to the correct department. All the data in the ERP system will now merge with the telephony framework, meaning shorter hold times for clients.

“Through Cisco’s Unified Contact Center system, our phones are now integrated with our desktops,” says Cody Wray, vice president of information technology at Credit Solutions. “For instance, when an employee logs on to his computer, he is now automatically logged on to the phone system by our servers as well.”

Wray says call routing is driven by what employees are working on at that particular moment.

“The Cisco system has presence, meaning it can anticipate what agents are doing at all times and queue calls accordingly,” says Wray.

Credit Solutions is certified by JD Power and Associates for providing an “Outstanding Customer Service Experience.” For more information about the company and its debt management program, visit http://www.creditsolutions.com.