Contact Center Solutions Featured Article

August 06, 2008

PanTerra Networks New WorkSuite Call Center

By Anuradha Shukla

TMCnet Contributor

PanTerra Networks, a provider of on-demand unified communications services for small and mid-sized businesses, has announced general availability of PanTerra Networks WorkSuite Call Center.

With this new release, PanTerra Networks aims to deliver SMBs a new level of customer service and technical support through resource virtualization, advanced agent-supervisor quality tools, and the ability to handle higher volumes of inbound calls.

Arthur Chang, CEO of PanTerra Networks noted that inbound call centers traditionally have been a cost center for any business due to large upfront investment and heavy loaded per call expenses. He said that with a flexible on-demand SaaS (News - Alert) solution, like PanTerra's WorkSuite Call Center, companies can focus on their customers and increase sales productivity and bottom-line profits, while offering the best service and support which ultimately translates into customer satisfaction and repeat business.

Pam Crenshaw, CEO of Avalon Communications Group said that they have seen PanTerra's solution bring reliability, efficiency and flexibility. The Avalon Communications Group provides customer management services to their clients, which includes a complete virtual call center. WorkSuite Call Center enables their company to eliminate all the hardware devices and their support team is able to work in their home offices using the soft-phone and secure IM.

PanTerra's call center solution fully integrates with other applications and allows Avalon to be extremely effective. Crenshaw said that with little startup cost, they have already achieved tangible ROI.

By using PanTerra’s virtual call center, organizations can better manage inbound calls as the solution quickly ensures that all incoming calls are automatically routed to the correct individual or department through simple and easy to setup automatic call distribution groups. Thanks to PanTerra, supervisors can more effectively coach virtual agents from anywhere at any time via silent listen, whisper or barge-in modes available in the live call monitoring feature.

Supervisor and managers also have visibility into call patterns, volumes, client needs and service levels with real-time activity reporting by leveraging the advanced call center management functions. The company further explains that call recording functionality also allows proof of transactions, quality control and ensures that agents have the right scripts to best answer customer questions and empower agents with up-selling potential.

Mike Moniz, Sr. System Administrator at Biolase Technology, a public company manufacturing dentistry's Waterlase YSGG dental laser, said they are using 24 seats of WorkSuite Call Center for their inbound technical support center and have found it to be extremely efficient and easy to use.

Biolase Technology receives several thousands of inbound calls per month and because PanTerra can quickly route calls they can quickly resolve customer issues and achieve 100 percent turnaround. Moniz added that WorkSuite Call Center has made them much more productive and able to provide a better support experience to their customers.

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is ApplianX IP Gateway as a VoIP-Enabled Programmable Switch, brought to you by Aculab (News - Alert).

Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha’s article, please visit her columnist page.

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