Technology Services Industry Association

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eTelecare Global Solutions
8901 E. Raintree, Ste. 100
Scottsdale, AZ 85260
(877) 375-0002

Solutions:

Call Center Outsourcing

Inbound Customer Care

Outbound Sales

Technical Support

Company 360
Revenues:
Installed Base:	29
Employees:	13000
Deployment:	On Premise

Customer References

Financial Services

High Technology

Telecommunications

Travel and Hospitality

John Ragsdale Commentary

eTelecare Global Solutions offers a full suite of contact center services, including customer service and support, technical support, inbound and outbound sales, and marketing surveys and research. With 11 contact centers in the US and Asia, eTelecare offers expertise in multiple industries, including consumer electronics, communications, financial services, travel and hospitality, and healthcare. A unique angle from eTelecare is a focus on customer retention and loyalty, with case studies showing how they have helped improve customer value and retention, and how callers receive different experiences based on churn propensity.

Functional Coverage

	eService
	Web Collaboration
>	Proactive Chat
>	Email Response Management
	Agent Knowledgebase
>	Agent Diagnostic Tools
	Customer Knowledgebase
	Customer Self-Service Problem Diagnostic/Self-Healing
	Forums
	Remote Control/Remote Diagnostic/ Self-Healing

	Field Service
	Field Agent Scheduling/Dispatch
	Parts Inventory/Logistics Tracking
	Wireless Field Service

	CRM
	Case Management
	Entitlement
	SLA Tracking
>	Customer History
>	Upsell/Cross-Sell

	Contact Center
>	Skills Based Routing
>	Work Force Optimization
>	Quality Monitoring
>	Learning Management System
>	Voice Self-Service
>	Survey Management

Business Consultants

Solutions:

Company 360

Customer References

John Ragsdale Commentary

Functional Coverage