KDnuggets : News : 2003 : n17 : item21 < PREVIOUS | NEXT >


FORD BAC improves corporate reporting with IlumifiAPF

PITTSBURGH -- September 4, 2003 -- IlumifiAPF today announces the implementation at Ford Motor Company Business Assistance Center (Ford BAC) of APF software for corporate reporting to support management decision-making for its call center operations in Dearborn, Michigan. The new information technology system from IlumifiAPF of Pittsburgh, PA supports 350 call center agents and managers with automated reporting on data from 3 separate operational software systems. The complete system, including software, hardware, and training was implemented in less than two weeks.

"For the first time, Ford has been able to automate their weekly, monthly, and quarterly productivity and quality reports which were previously created manually from data generated by their separate operational systems", explained Doug Watt, Vice President of IlumifiAPF. The APF system paid for itself during the pilot because Ford was able to eliminate two full-time positions while improving the timeliness and accuracy of the reports. The call center managers have more confidence in the information presented now and IlumifiAPF implemented APF in a fraction of the time and at a fraction of the cost of other solutions Ford considered. The reports bring together data from Ford BACs Siebel Call Center, Avaya Call Management System and Ford BAC Quality System for an integrated view of call center performance.

For more information, visit www.IlumifiAPF.com.

KDnuggets : News : 2003 : n17 : item21 < PREVIOUS | NEXT >

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