Virgin Mobile announced that its contact centre agents will now bank on RightNow Technologies’ on-demand customer relationship management (CRM) system to provide multi-channel customer service from next month.

Through this solution, the company can track and manage all incoming calls and emails on all contact centre agents’ desktops. The CRM solution will also provide customers with a wide range of interaction channels, such as phone, web, chat or email.

Further by using this solution, Virgin Mobile apart from tracking the calls can also analyze and act upon the customer feedback in order to give better customer service, says the tie-up.

On this launch, Robert Tihanyi, Director, Customer Care, Virgin Mobile said that,  “The multi-channel capabilities are especially important to Virgin Mobile as we gear up support to offer the iPhone and manage ongoing growth overall in our Virgin Broadband network.”