Time Warner's computer system gives CSRs flexibility. (Time Warner New York City Cable Group; Computer Telephony Integration System; customer service representatives)
Multichannel News, July, 1994 by Haugsted, Linda
Time Warner Cable of New York City has installed a Computer Telephony Integration system that enables customer service representatives in Queens and Manhattan to access consumer records from the database in Denver during telephone transactions almost instantaneously. The system "blends" calls at each workstation.
CSRs can now flip a switch during light call volume times and change from answering calls to outbound telemarketing, quality control calls and polling. Without the technology, back offices often have to dedicate separate phone banks and staff members to either inbound or outbound activities. The system, developed for Time Warner Cable by Rockwell Telecommunications, uses fiber optics to link existing billing and other hardware at the sites....
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