SuperPages Call Center Chooses Stellent Universal CM

Aug 17, 2004


Stellent, Inc., a provider of content management solutions, has announced that SuperPages, a directory information provider in Canada, has chosen Stellent Universal Content Management to manage all customer documents and information for its call center operations. Specifically, the Stellent system is intended to help SuperPages achieve its primary call center goal of "First Time Resolutions," or resolving customers' issues during the initial phone call. Rather than searching through paper files for customer data such as contracts, ads, or correspondence call center agents can access this information via the Stellent solution, while the customer is on the phone. In the near future, SuperPages plans to use the Stellent system's workflow capabilities to re-engineer processes related to acquiring customer documentation. Instead of requiring its sales force to courier documents to a customer care production center, SuperPages will enable sales representatives to submit content for capture into the Stellent system directly from the field.