If you've ever received a courtesy call from DirecTV or have subscribed to an  AARP service over the telephone, then you've probably spoken with one of the 14,000 customer care representatives from PRC  LLC, formerly called Precision Response Corp.

With annual revenues of about a half-billion dollars, PRC is the country's third largest contact center outsourcer, and it manages customer relationships for some of the world's leading corporations. PRC's key goal is to deliver the value that customers –- B-to-B or B-to-C -- expect. And, IT provides the crucial underpinning for driving the contact center services. In this podcast, CIO and CTO Umesh Jain talks about how a large enterprise can gain a deeper understanding of its customers' behavior by harnessing the contact center's vast amounts of customer and market data.

Bio

Umesh Jain is the chief information officer and senior vice president of strategic initiatives (CTO) at PRC LLC, the third largest contact center outsourcer in the U.S. He was the founder and president of Merging Elements, a technology solutions company to help Fortune 1000 organizations become more market driven. Jain holds a B.Eng. in Computer Systems and Electronics from King’s College London and an M.B.A. from University of Miami.

Diamond  Castle Buys PRC

PRC Web site

Production Credits

Elizabeth Ferrarini, Producer
Dana  Farver, Executive Producer, Communities Editor-in-Chief
Tom  Parish, Audio Producer, Show Host