3PL Worldwide Announces Major Expansion of Contact Center Infrastructure and Services
Company Completes Investments in Technology Infrastructure, Software and Services To Meet Growing Market Demand
MILFORD, CONNECTICUT – May 25, 2011 – 3PL Worldwide, a leading North American provider of fulfillment, logistics and contact center services, today announced a major expansion of its contact center infrastructure and services. The expansion includes significant investment in technology infrastructure, software and a substantial expansion of live agent capacity and contact center services.
The core technology expansion at 3PL Worldwide includes a rapidly scalable VoIP communications platform, new switching capacity and increased IVR (Interactive Voice Response) services. According to Clyde Mount, President of 3PL Worldwide, “Our technology strategy and decision making was driven by the market; the market is asking for a very responsive contact center partner that can scale with seasonal and campaign needs, while at the same time being able to provide consistently high quality services for a reasonable cost,” He added,, “Our platform and expansion of services are designed to specifically meet these needs.”
In addition to the technology platform expansion, 3PL Worldwide has invested in work management software and intelligent call routing software designed to deliver the best technologies and live agents available for each client.
3PL Worldwide has also introduced an increased menu of services, which now includes inbound sales and customer service, outbound sales (including order confirmation up-sell/cross-sell and fraud verification) and a new Hispanic team located in the company’s new Rancho Cucamonga, CA facility.
The contact center program has also formalized partnerships with key 3PL Worldwide service providers. The new 3PL Worldwide technologies have been designed to automate the switching to over 800 live agents on a unified reporting platform. According to Paul Race, VP of Call Center Operations, “Clients will have the option of designing blended programs that deliver high quality and high performance US based agents, low cost off-shore solutions, or purely automated technologies – with real time access to our Mission Control reporting platform. It’s the best of all worlds for our clients.”
3PL Worldwide currently serves the direct response, catalog, e-commerce and retail sectors. Aside from its world-class logistics and fulfillment offering, the company provides sophisticated contact center services for its clients, combining IVR, inbound sales, outbound sales, customer care, customer retention, customer win-back and data services.
About 3PL Worldwide (www.3plworldwide.com)