Wireless carrier invests in CRM for call centres

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US Cellular Corporation has selected IMA's award-winning Edge software to improve customer service across its regional call centers. Edge is the showcase application upon which all other call center technologies are being developed and deployed.

Edge's fully integrated front-office architecture helps each call center to become a strategic part of an enterprise-wide customer relationship and loyalty management process. 
“Edge will provide US Cellular with a critical tool for managing key interactions with our customers,” said Jim West, CIO of Cellular. 

US Cellular implemented Edge as a high-visibility desktop CRM solution which integrates easily with other call center applications, databases, telephony, and ACDs. It is tied to back-end systems and extends the value of existing technology investments. US Cellular is utilizing Edge in five communication centers located Medford, OR; Cedar Rapids, IA; Madison, WI; Knoxville, TN; and Tulsa, OK. 

“With Edge, US Cellular has created an integrated, proactive approach to call center technology,” said Jim Anderson, senior vice president of sales and marketing for IMA. “IMA is pleased to demonstrate EDGE capabilities and strength in large, distributed call center environments such as U.S. Cellular.”

US Cellular, the nation's eighth largest wireless carrier, provides wireless service to more than 2.6 million customers in 145 markets and owns interests in 35 additional markets. Chicago-based, the company is listed and traded as USM on the American Stock Exchange. 

IMA products, services and business models are all designed to help companies create integrated solutions that enable interaction intensive organizations to help their customers shop, buy, and problem-solve through any interaction channel. The company creates customer-centric products and services for CRM/eCRM. 

Over 400 global organizations including Bose, Humana, ICT Group, Lloyds TSB, TXU, U.S. Cellular Corp., iSKY and Xerox depend on IMA products and services. IMA subsidiaries include Buyersedge.com, an open market bidding system for online buyers, and Freefire, the eCRM industry’s marketplace for free-license, component-based software. IMA’s headquarters are in Shelton, Connecticut and the company has offices and representatives worldwide. 

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