An important part of Pearson Digital Learning’s business strategy is ensuring that teachers have access to around-the-clock service and support. To transform the level of service they are providing to teachers, Pearson Digital Learning revamped their current contact center to include e-mail, chat, instant messaging and voice-over-IP multimedia capabilities from Genesys. Offering these multiple communications channels improves Pearson Digital Learning’s interaction with teachers who rely on the company’s curriculum that spans early foundations through high school graduation, raising the level of achievement for more than 20 million learners in 50,000 schools worldwide.
Pearson Digital Learning implemented the Genesys 7.2 Real-Time Interaction suite and Customer Interaction Management (CIM) platform for its core contact center infrastructure. The company also implemented Genesys Workforce Management (WFM). A global company, Pearson Digital Learning is continuously expanding domestically and internationally. Now managers can pull up-to-the- minute statistics on its Scottsdale, Ariz., operations, by simply using a mobile phone. [March 21, 2007]
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