Case Study – Call Center Anyone?

This week I want to spend my blog time talking about our most valuable asset – our customers. How they are utilizing our services – especially hosted VoIP – tells a more complete story than just talking about features and capabilities. Real stories, real people, real application.

 

Situation: existing on-premise Avaya PBX, older, out of maintenance, escalating support costs. Small business, large customer base, looking for a solution that allows for a high volume of calls, scalable, ability to port numerous local and toll-free numbers as well as the ability to interface with an on-premise IVR (Interactive Voice Response system.)

 

Solution: Soteria utilized cloud-based hosted VoIP solution in conjunction with Meraki cloud-based networking.

 

Results: the call center is fully integrated with 100% cloud-based VoIP and running a call volume of 10’s of thousands of minutes per week. More importantly, Soteria was able to integrate the IVR system which allows call routing from the IVR to agents, and/or to provide on-system information which cuts labor costs significantly.

 

Overall, the IT budget spent on telephony has been reduced over 30% in just one year. Soteria has also worked with the customer on other cloud-based offering for mail, back-up and continues to provide network monitoring and reporting via Meraki.

 

What can we do for you? Contact us and let’s find out!

 

If you would like to discuss Soteria’s portfolio of uConnect offerings, please schedule a time to connect!

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