Presented by: Matthew Stauble, Sr. Director, Global Customer Support at Palo Alto Networks
On Demand Date: June 2011
Palo Alto Networks next-generation firewalls help customers around the world regain visibility and control of the applications, users, and content traversing their networks. With the understanding that the firewall is the most strategic component of the security infrastructure and that it requires continuous, non-stop operation, Palo Alto Networks provides its customers the same in support.
Hear directly from Matthew Stauble, Sr. Director, Global Customer Support at Palo Alto Networks on how this fast-growing network security company moved from a very limited IVR and call center solution to a cloud-based IVR and Virtual Call Center that integrates with its CRM system, transforming its team of support agents and providing a next-gen support program for its customer support service offering.
In this webcast, you will learn how:
• Palo Alto went from a random, manual call answering process to a completely automated system for their inbound customer support calls
• Better upfront data collection and CRM integration decreased duration of support calls
• Significant savings and improved agent productivity were achieved
• Customer satisfaction increased as a result of smoother support processes and the ability to access support case data through a phone-based automated system.
Find out how you can follow in Palo Alto’s footsteps by implementing a cloud-based IVR and Virtual Call Center that is integrated with your CRM system to personalize customer interactions, save costs and streamline support processes.
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