Contact Center Solutions Featured Article

First Call Resolution Leverages Rio Networks' Services to Improve Customer Experience

November 20, 2012

Call centers require advanced technologies such as SIP trunking and enhanced VoIP services to deliver communication solutions that help them provide exceptional customer service to their clients.

Supporting over 50 clients with nearly 1000 employees, Roseburg, Oregon-based First Call Resolution (FCR) – a call center services company – was in need of technologies that would help the company to communicate between offices and handle the demands of its customers.

In this regard, First Call Resolution started leveraging Internet, phone and data services from Rio Networks – a locally owned and operated data, phone and cloud services provider in Oregon.

As a provider of wide range of boutique, domestic-based call center, business process and social networking outsourcing solutions to most industries, First Call Resolution maintains four contact centers across southern Oregon.

Currently, it is building a new class of high-quality, domestic-based contact center and business process outsourcing solutions.

“We have a transport ring that allows us to route calls through Rio to three of our sites,” said John Stadter, managing partner of First Call Resolution. “We use Rio’s SIP lines for our VOIP phone system and have a direct link between our offices.”

Stadter added, “We handle outsourced call center services for a variety of businesses including gaming, insurance, telecommunications, Internet services and financial services so we rely on the data and network services from Rio.”

Rio Networks, which is offering Internet, phone and data services to First Call Resolution – provides business communication and cloud services to areas including Portland, Hillsboro, Oregon City, Woodburn, Salem, Albany, Corvallis, Eugene, Springfield, Redmond, Bend, La Pine, Roseburg, Grants Pass, Ashland and more.

Some of the current product set delivered by Rio Networks include broadband and bonded broadband, Ethernet over copper (EOC), T1 services including point to point, digital dynamic, data, flex, voice PRI and digital, POTS trunks, SIP trunks and VoIP end points, WiMax, Wi-Fi hotspots, two-way electronic fax, a robust hosted business telephone system, IPBX telephone systems, HD tele-video conference bridge and equipment, and more.

“First Call Resolution is an excellent example of a customer who benefits from the quality of service of our high-speed network,” said Mark Bilton-Smith, president of Rio Networks. "From SIP trunking to enhanced VOIP services, John’s company depends on us to deliver communication solutions that help them provide exceptional customer service to their own clients.”

Want to learn more about SIP Trunking and how to integrate it into your current UC strategy? Don’t miss the SIP Trunking- UC Seminars in South San Francisco on November 27, 2012.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Earthlink Unveils Hosted Contact Center Solution

With more and more call centers moving to the United States, finding ways for those call centers to stay ahead of the competition has become more important than ever. Call centers are also working twice as hard to find ways to make employees that much more productive so they can serve the company and its customers. Earthlink believes it has one such solution with the arrival of its new Hosted Contact Center. [ Read More ]
11/25/2014

Accenture Releases Survey on Digital Police Solutions

Accenture has released a new survey on digital police solutions and how police can better serve their citizens using technology. [ Read More ]
11/24/2014

Contact Center Solutions Week in Review: Interactive Intelligence, Aspect Software and Nice Systems

What an unusual week in the Contact Center Solutions Community. I never thought I would use the word "war" in an article for the community, but interestingly in different context I ended up using it not once but twice. [ Read More ]
11/22/2014

Aspect Software Declares War in Workforce Optimization Market

We may be closing in on the holiday season and a time of "good cheer," but reality is that competition in business is a 24/7/365 affair. And, depending on whether you are a competitor or possible customer, it looks like this holiday season thanks to a new initiative by customer experience solutions provider Aspect Software you are either looking at a possible lump of coal in you X-mas stocking or a valuable present. The reason is Aspect has dropped the gloves in the hotly contested Workforce Opt… [ Read More ]
11/21/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!