Lillian Vernon Corp., Rye, NY, has implemented eOn's eQueue Multi-Media Contact Center Solution into its Virginia Beach, VA national distribution center and warehouse annex.
The new capabilities will give the specialty cataloger and online retailer connections with its New Rochelle, NY seasonal distribution center that take advantage of Voice over Internet Protocol (VoIP) technology. More than 750 customer service representatives handle up to 290,000 orders during its peak week.
The new system will allow customer representatives to handle e-mail and Web contacts, as well as phone calls. EQueue also is able to route calls to individual representatives based on the customer’s needs.
The phased transition, which began in July, should be completed by the company’s year-end peak season.
