Cabela's, a cataloger of hunting, fishing and outdoors gear, chose Norstan Inc. to supply contact center technology for Cabela's inbound teleservices operations, Norstan said yesterday.
Financial terms were not disclosed. The technology provides Cabela's customer agents with a “screen pop” application that gives them information about a customer simultaneously with that customer's call.
It also lets agents transfer that information screen-to-screen when sending a call to another agent, according to Norstan, Minneapolis.
Previously, Cabela's agents had to ask for customers to repeat their information when they called in to place an order or for customer support.
Future technology upgrades will improve call routing by using recent contact information to send the call to an agent with matching skills.
Cabela's operates five contact centers with 1,100 agents.