Contact Center Solutions Featured Article

January 21, 2009

EDL Launches Customer Care for Citrix

By David Sims

TMCnet Contributing Editor

EDL Consulting, an integrator working with CRM and other products, has announced the launch of integrated customer care for Citrix Online (News - Alert), a division of Citrix Systems.

Citrix Online now has the ability to consolidate all of their customer interactions within Salesforce.com (News - Alert) and manage the activities required to provide a quality customer experience.

The objective of the initiative, company officials say, is to streamline the support process for Citrix Online's eCommerce customers through case management using Salesforce.com's Customer Service app, automated call distribution via Interactive Intelligence (News - Alert), customer satisfaction surveying using Vanguard Vista and enterprise integration using Oracle's Fusion product back to Citrix Online service delivery platforms.

Tim Maskrey, Sr. Manager Service Operations, Citrix Online Division, said the project went to a go live in ten weeks.

The infrastructure put in place allows agents to recognize customers requesting support and is intended to provide visibility into support and operational data agents use on customer issues. EDL put in place a product that lets agents modify certain support parameters for customers and keep a history of the changes for further reference.

Citrix Online is based in Santa Barbara, California, with satellite offices and data centers around the world. Customers, so company officials claim, include "100 percent of the Fortune 100 companies and 99 percent of the Fortune Global 500." One wonders who the brave holdout is.

The company's annual revenue in 2007 was $1.4 billion.

In March of last year, the firm reported "record growth in 2007," the last year for which full results are available. The company achieved "its highest revenue growth yet, at 64 percent," company officials said, adding that the firm also saw six enterprise "go-live" ecommerce implementations the creation of BusinessObjects competency and framework for Sterling Commerce (News - Alert) reporting extensions, over $100 million in e-commerce transactions across EDL client base and seven productions of Cast Iron Systems implementations.

David Sims is a contributing editor for TMCnet. To read more of David's articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Stefania Viscusi

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