J.C. Penney Company, Inc., Plano, TX, has commissioned Melita International, an Atlanta-based customer interaction application provider, to upgrade its customer contact centers, across multiple contact points. The ordered services include outbound telemarketing and call management solutions, as well as associated call center services.
J.C. Penney has previously used Melita solutions to consolidate its collection efforts into dedicated call centers. The new suite of products and services will enable the company to pool agent and telephone resources, and facilitate communication with customers in the channel of their choice, such as e-mail, fax or Internet.
