Cilco enlists Ameritech, ups service

Article Abstract:

Central Illinois Light Co., an electric and natural gas service provider, is capitalizing on Ameritech's technology expertise to prepare for its entry into the teleservices outsourcing arena. In 1997, the company signed on with Ameritech to integrate its 13 different call centers into a single operation as it readies itself for the upcoming competition brought about by deregulation. Since employing Ameritech's technology, the utility has generated 50,000 calls per month in its centers, a 20,000 increase from initial estimates in 1998. The utility intends to invest further in Ameritech's latest quality assurance program. The new program utilizes Comverse to merge multimedia digital recording and quality monitoring systems.

Use of services, Contracts & orders received, Wired Telecommunications Carriers, Telephone Communications, Marketing/Advertising Methods, Utilities, Electric & Gas Utilities, Electric utilities, Telephone services, Gas utilities, Ameritech Corp., Central Illinois Light Co.

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Fidelity focuses on personalized service

Article Abstract:

Fidelity Investments Retail Group, a Boston, MA-based company, is set to upgrade technology within the next six months in an aim to establish personal relationships with its six million investment customers. The system will focus on campaign management, lead management, on-line channel integration and rep channel integration. It will perform a daily sweep of the company's database and automatically inform the representatives to make the call. Fidelity's goal is to know each customer by name and investment, offer them the products and services they require and impress them with proactive service.

Marketing procedures, Open-End Investment Funds, Mutual Funds (Open End), Direct Marketing, Open end mutual funds, Fidelity Investments Retail Group

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