Contact center solutions company IEX said Friday that Perrier Group selected its TotalView Workforce Management and TotalNet Call Routing solutions to consolidate Perrier’s agent scheduling and network call routing functions.
Bottled water manufacturer Perrier provides marketing, customer service and administrative support through its contact center network. The company handles 800 different toll-free numbers with an annual call volume of 6 million across three sites in Massachusetts, Texas and Connecticut. TotalView Workforce Management and TotalNet Call Routing are expected to allow Perrier to manage operations at those multiple locations as if they were a single, large site.
