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eDiets.com Using CXO Global Solutions to Improve its Call Center Operations

July 16, 2009
To improve customer service, as well as to free up management so it can focus on more important things, such as merchandising and marketing, eDiets.com, which offers personalized nutrition, fitness and weight-loss programs, recently hired CXO Global Solutions to manage it call center operations.

CXO Global Solutions is a Kansas City-based consultancy that offers call center management services and technology. The firm helps businesses improve their call center operations, thereby boosting customer satisfaction.

Among the various services it offers are: centralized, day-to-day call center management; assistance with vendor selection; analysis of customer patterns and behaviors; lifecycle management (selection, acquisition and retention); and consultative staff expertise that complements in-house resources.

The company also offers a unified communications platform which can be easily integrated with legacy in-house systems. This advanced all-IP platform helps streamline processes and improve agent productivity.

CXO Global Solutions’ forte is taking multi-site, geographically dispersed centers and getting them to function as a cohesive whole. The company provides the people, processes and technology required to "commonize" and optimize the performance of each site.

As per the contract, CXO Global Solutions will provide services ranging from outbound calling for customer "win-back," customer acquisition and other revenue generating initiatives, to management and oversight activities such as intraday performance and call volume monitoring.
“The CXO Global Solutions management team has a broad base of experience in managed call center services for companies like ours who differentiate through an optimum client experience," said Robert Ayala, director of call center operations at eDiets.com, in a release. "We are confident in their ability to manage this important aspect of our business. This allows our own management team to focus on continuing to develop and enhance our unique product set."

The release does mention how many contact center locations eDiets.com currently operates or how many seats it has. Nor does it reveal terms of the contract, including price and/or duration.

"EDiets.com has a very strong reputation in the consumer services industry," said CXO Global Solutions President and CEO Bryan DiGiorgio. "We're excited about this opportunity to assist them in achieving their operational and revenue goals."

eDiets.com offers more than 20 popular diet plans and sells food to customers by way of a direct delivery model. The company also provides a broad range of customized wellness and weight management solutions for Fortune 500 clients.

CXO Global Solutions claims its new unified communications portfolio provides businesses with cost savings, simplicity, flexibility and increased productivity.

Unified communications is the concept of taking disparate business communications applications and devices and bundling them together on a single platform. It virtually combines business applications and communications capabilities -- phone, voicemail, instant messaging, email, calendar, video and web conferencing, etc. -- enabling people to "find" and communicate with each other throughout the day, regardless of location.

This enhances collaboration and enables faster decision-making, which results in a whole new level of efficiency and workforce mobility. The company’s new unified communications solution will be available on a software-as-service basis in the second half of this year. The service will be sold on a "per-user" basis. Because it is completely Web-based, the solution requires no up-front investment in equipment or network infrastructure.

“One of the biggest advantages of unified communications for every business, especially in this challenging economic environment, is the ability to control costs, while still providing a fully operational, supportive work environment," explained Michael Haines, senior vice president and chief information officer for CXO Global Solutions, in a release. “Unified communications provides the flexibility and capability for a business to do that."

The company claims it has already successfully deployed a range of unified communications solutions in a variety of environments.

"We're very fortunate that there is tremendous expertise in unified communications -- specifically the voice services and integration components -- in the Kansas City area," DiGiorgio said. "We're able to tap into that talent to deliver compelling services and industry expertise to our customers.”

“Our entrance into unified communications marks the next logical evolution of our business,” he added. “It complements our call center oversight and management capabilities, enabling us to meet the communications and productivity needs of a variety of clients.”

Patrick Barnard is a contributing writer for TMCnet. To read more of Patrick’s articles, please visit his columnist page.


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