Elix contact center tools ensure commitment for best customer service

Elix implements a complete contact center solution including CTI and IVR

Montreal, Quebec, February 11th 2003 -- Elix, a world leader in self-service and agent-assisted touchpoint solutions for contact centers, implements customer interaction solutions that includes Interactive Voice Response (IVR) and Computer Telephony Integration (CTI) technologies. Elixs customers include companies such as Telus, Microcell, Air Canada, and IKEA to name a few. Elixs complete contact center solution includes skills-based routing and practical agent soft-phones.

Elixs most recent project involved implementing contact center tools for IKEAs 170-agent national customer contact center based in Montreal that handles over 1.6 million calls a year in Canada. Its infrastructure was put in place to enhance information gathering and to increase contact center efficiency. These systems allow companies to have all incoming calls routed to the most appropriate agent, based on set business criteria, thus providing superior customer service. Elix Impresario, a feature rich CTI toolkit and off-the-shelf soft-phone, is designed to empower contact center agents and managers to deliver the best level of customer service possible. The intelligent call routing is based on information gathered by call statistics and Elix IVR.

It was a pleasure to work with a worldwide renowned company like IKEA that understands the value of good customer service in todays competitive market," said François Rodrigue, President and CEO of Elix. Their dedication to customer service and desire to maintain their leading status in customer service greatly facilitated the implementation."

We selected Elix for their well-known track record in implementing contact center solutions," said Gerry Wong, Manager, IKEA Customer Contact Center. We wanted to find a contact center specialist who would be able to evaluate our current situation and implement a solution that could address our needs now and in the future."

About Elix
Elix is a world leader in self-service and agent-assisted touchpoint solutions for contact centers. The company offers a complete suite of products and services for the development of contact center and telecommunications services, including: Elix IVS for the development of interactive services such as telephony, voice, fax, voice recognition, Internet, and text-to-speech; Elix Impresario, an advanced agent productivity toolbar; and Elix Presto, a selective data collection engine. Elixs mission is supported by Intel Communications Funds, Bell Mobility Investment, Fondaction, and GTI Capital. More information about the company is available at www.elixonline.com.
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