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

Golden Gate BPO Solutions Partners with NETCAST BPO Services

When it comes to business process outsourcing (BPO) while many parts of the world are gaining traction as places to locate facilities, India and the Philippines because of their large English-speaking talent pools remain the dominant BPO places to operate. This is particularly true for companies whose majority of customers require support in English. [ Read More ]
05/21/2015

AMC Technology Contact Canvas Integrates Contact Center Apps to Microsoft Dynamics CRM

In recognition of the value-added of CRM integration with contact center capabilities, enterprise and contact center application integration software specialists AMC Technology has announced it has telephony enabled Microsoft CRM 2013 and 2015 through its Contact Canvas platform. The AMC platform allows customers to integrate business apps and communications across the enterprise, from contact center agents to knowledge workers and mobile staff. [ Read More ]
05/21/2015

Lazy Dog Restaurants Partners with RRT On Takeout Management Solution

When it comes to the business world, customer satisfaction is the real currency that keeps a company going. This is true whether talking about a retail or restaurant or a call center. Lazy Dog Restaurant and Bar just announced it is taking the next step in increasing its customer service approach thanks to an agreement with Restaurant Revolution Technologies. The agreement will allow Lazy Dog to implement an innovative takeout order management solution that is going to be supported by the compan… [ Read More ]
05/12/2015

Boston Retail Partners' Survey Reveals 87 Percent Plan on Using Gamification

The latest survey from Boston Retailers Partners reveals retailers are implementing customer relationship management (CRM) solutions as a key enabler to influencing customers. And gamification has become an important tool as part of the CRM deployment. [ Read More ]
05/12/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!