(2004), "Intelligent advice", International Journal of Productivity and Performance Management, Vol. 53 No. 7. https://doi.org/10.1108/ijppm.2004.07953gab.005
Emerald Group Publishing Limited
Copyright © 2004, Emerald Group Publishing Limited
Het Juridisch Loket, the Dutch equivalent of the UK’s Citizen’s Advice Bureau, has deployed Interactive Intelligence business telephony software. The software, Customer Interaction Centre (CIC), will help the new organisation efficiently
And effectively process legal support questions from both businesses and consumers. Using the system, calls to a central number and questions over the Web site (www.hetjl.nl) are intelligently and automatically routed to thirty regional offices over an IP network. At busy times, callers can elect to leave messages and have their calls returned later.