Marketing and database loyalty specialist Acxiom has awarded a #300,000 CTI contract to royalblue Call Centre Division. Royalblue will supply Rostrvm CTI alongside the Lucent Definity ACD to Acxiom's Sunderland call centre. The contract will be spread across two phases; the firstphase which relates to in-bound and out-bound call management is expected to be finished before the end of January. The second phase will integrate predictive dialling. Jeff Dawson, projects director of royalblue's Call Centre Division said: "This is being viewed as a pilot that provides advanced CTI for around 70 agents. Once it is proved, we anticipate that Acxiom will extend the upgrade to its other call centres." A significant factor in royalblue's favour is its support for ActiveX and COM which, according to Acxiom's IT director Jerry Gross, means the company can rapidly integrate CTI into its business applications. Once completed, Acxiom agents will be able to automatically access and process direct response TV marketing scripts and questionnaires.
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