Bailor, Coreen
April 2007
CRM Magazine;Apr2007, Vol. 11 Issue 4, p42
Trade Publication
The article focuses on the implementation of a call routing system by RxAmerica to handle the upsurge in call volume due to Medicare's new prescription-drug program. Eli Fillmore, manager of intelligent call routing for RxAmerica, says that aside from the company's use of outsource centers in various states, there is still a need to deliver calls to multiple centers across the U.S. The company implemented the UCN inContact, which is hosted within the UCN Intelligent Network.


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