Fujitsu Rings Up Solution for Call Centers

Fujitsu Business Communication Systems (Anaheim, CA) has released the IntelliQ computer telephony integration application. The product integrates Fujitsu's F9600 multimedia platform PBX with any integrated voice response system. It allows a call center agent to receive a screen pop with customer data from the IVR system based on customer-specific data, or caller information collected over the telephone network. IntelliQ is now being used in a credit union with 25 call center agents which handles 5,000 calls per day and adds 4,000 new members per month. It has saved agents an average of 15 seconds per call, and the credit union expects a ROI in less than two years. "Organizations are investing in technology to automate or further enhance the delivery of information," said FBCS executive VP John Caulfield. "Technology continues to be a superior economic solution for industry to eliminate traditional computer key strokes." Pricing for IntelliQ starts at $15,000.