Contact Center Solutions Featured Article

U.S. Call Center Conquers Holiday Shopping Season with A10 Networks

March 03, 2009

USA 800, a U.S.-based employee-owned contact center with three operation sites, handles inbound contact including customer care, sales and lead acquisition for a number of target industries.
 
The contact center boasts the ability to process over 100,000 calls from their centers. This is made possible through the use of its Web-based platform, eCRM, and a distributed network with local eCRM applications, utilizing SQL databases on the backend.
 
The company has experienced record growth over the years – leading it to search for a scalable solution that would help with the growth and expand its headquarters by adding another 150 agent work stations.
 
Also, the company expected to have a record 2008 holiday shopping season so it needed to purchase a new high-performance server load balancing solution. This functionality, the company noted, would be useful for disaster recovery and ensuring that orders were processed on time and all demands were met.
 
To meet this need, the company turned to A10 Networks, a provider of networking and security solutions that helps organizations to accelerate, optimize and secure their applications.
 
USA 800 deployed the AX Series for a high-performance server load balancer platform for its eCRM software because the offering delivered exceptional performance metrics at half the price compared to competitors and because the platform is capable of utilizing a number of CPUs without slowing down or blocking so applications actually run faster.
 
“The AX Series easily handled the record customer traffic we received over the 2008 holiday season,” said Tom Davis, president and CEO of USA 800. “With AX, our eCRM platform is extremely scalable, highly available and fast, so that our employees are constantly able to handle customer demand, helping us achieve the best holiday shopping season results in our history.”
 
 
 

Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

Edited by Stefania Viscusi

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