Digital River Expands Its Multi-Channel Customer Service Center [...]

📅 April 5, 2002 - Digital River, Inc, an e-commerce outsource provider, today announced it has further-developed its customer contact center solutions to enhance its customer support capabilities.

Enabling Digital River's clients a means to track their customers service requests, this new Web self-service interface, traces inquiries made by telephone, Web or email. The center will maximize operational efficiencies and assist clients in providing a superior customer experience.
Offering 24-hour support, with self-service and representative-assisted options, the service center staffs more than 100 skilled representatives, including multi-lingual specialists, respond to over 30,000 order-related inquiries per week and provide superior turnaround times.
ZAMBA Solutions, a customer relationship management (CRM) consulting and systems integration company, helped Digital River (digitalriver.com) to deploy this new contact center solution by implementing and integrating Siebel's eService and Kana's Response software.
?This new solution will help us not only automate some of our processes and reduce our clients' customer service costs, but also expand our capabilities to serve our clients' customers and provide them with consistent, seamless cross-channel experiences,? said Jay Kerutis, Digital River's president of its Software and Digital Commerce Services Division.