Since the declassification of GPS in 1983, Magellan have been at the forefront of consumer GPS Technology, and within their first 3 years founded the worlds first commercial handheld GPS receiver. Their ever expanding product range, including GPS Units with Live Traffic updates, has pushed back the boundaries of technology.

First class customer service and support has become more important and ever challenging in the modern customer focussed business, and as pioneers in every other aspect of their business, it is no surprise to find that Magellan are striving to improve their customer communication at their Customer Service and Technical Support call centre in Texas.

That’s why Magellan have chosen Optimise from Magnetic North, for Quality Monitoring and Call Sampling for coaching purposes. The new solution, which was deployed in in less than 2 weeks, seamlessly integrated with the Avaya Voice over IP Call Centre that Magellan use.

The increased visibility that Optimise has brought is already enabling improvements in service delivery and customer satisfaction, and Magellan hopes to deploy Screen Recording within the next couple of months as the next phase of the project.