Excell Expands CRM Capabilities

Excell Services (Booth 1516), a provider of directory assistance and operator services, has announced the expansion of its Customer Relationship Management (CRM) group.

Although it already provides inbound customer care services, Excell has expanded its CRM infrastructure in its Lubbock, Texas, and San Antonio call centers in order to accommodate the increasing inbound customer care needs of its wireless, LEC and IXC clients.

Excell’s CRM strategy involves taking advantage of all possible communication paths — telephone, Internet, live agents or interactive voice response. Thus, the customer care offerings include inbound customer service, sales, billing and technical support using multiple channels, such as phone, e-mail, chat, fax and mail.

Excell’s wholesale directory assistance offering features live agent or automation, provides access to more than 160 million listings and makes available a variety of enhanced features from movie listings to stock quotes. Excell also offers call-completion options to its clients regardless of their connectivity method to the Excell network.

Excell’s operator services offering utilizes nationwide tariffs on wholesale, retail and unbundled service programs.

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