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

Contact Centers Embracing Asterisk

The VoIP PBX Asterisk has long been touted, along with Linux, as one of the open source movement's biggest success stories, but how does the open source PBX fare under real-world contact center use? Very well, according to a guest post on Asterisk developer Digium's blog by Loway founder Lorenzo Emilitri. [ Read More ]
04/16/2014

OTRS Improves its Customer Support Software with New Features

OTRS Group has announced that it enhanced customer support software by adding new OTRS Feature Add-On "Ticket Allocation" feature to it. This is good news for service organizations and call centers that want to assign tickets automatically to its staff members. [ Read More ]
04/15/2014

Revana Wins Three Stevie Awards

Revana, the growth services division of TeleTech Holdings, Inc., recently announced that it was recognized with Sales Outsourcing Provider of the Year award, in the 9th Annual Stevie Awards for Sales & Customer Service. The company has won the Sales Outsourcing Provider of the Year award for third consecutive year. Apart from the Gold Stevie Award, Revana also won Silver awards both in the Online Sales and Telesales categories for its partnership with Google and another global client. [ Read More ]
04/15/2014

Amazon.com Employs Reverse Psychology with 'Pay to Quit' HR Practice

It's a practice that has business owners shaking their heads - companies offering bonuses for employees to quit their jobs. But that's exactly what Amazon.com has started doing with its employees. Each year the retail e-commerce giant plans to offer its fulfillment-center employees a $2,000 bonus if they decide to quit. It increases $1,000 each year until it caps at $5,000. [ Read More ]
04/15/2014
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!