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

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