Contact Center Solutions Featured Article

October 13, 2008

Smoothstone's On-Demand Applications Enhance Netspan's Call Center

By Susan J. Campbell

While there are a number of companies that have high standards when seeking potential employees, the government is proving to be the destination with the tightest lock on its gates.

For those who seek employment with the government, a strong résumé and good interview skills are not enough. The individual must be able to pass an entrance exam before they move on to the consideration phase. The biggest challenge – this exam is only given once a year. 
 
Individuals understand that failure is not an option with this exam and serious applicants have turned to Netspan Group Educational Testing Services for quality career guidance and comprehensive test-preparation.

This testing center found that increasing demand for its services was having an affect not only on their high-volume inbound call center, but also their existing software and equipment. To ensure consistent quality performance, the center turned to Smoothstone (News - Alert) IP Communications for help.

Smoothstone offers On-Demand, converged voice and data applications solutions that are delivered over a private, nationwide MPLS network, thereby eliminating the need for clients to manage multiple vendor relationships or buy or maintain separate hardware, software, and infrastructure.

This multi-year contract between Netspan and Smoothstone includes the On-Demand IP Voice services and Communications applications from Smoothstone; the SmoothstoneSECURE, which provides a complete threat protection of valuable company data; and Smoothstone Intelligent Call Control (ICC) to enable sophisticated, real-time call flow management, call queuing, call recording and call monitoring.

"Since switching to Smoothstone, orders have increased significantly," said Marc Mansel, President & CEO of Netspan Group, in a Monday statement.

"With Smoothstone's unlimited lines and call capacity, we're communicating with over 2,000 customers per day and our abandon rate has dropped due to their intelligent call routing. Working with Smoothstone has been one of the best business decisions we've ever made."

"We understand the unique challenges faced by enterprises with high volume call centers," said Shelly Godfrey, CIO & Executive Vice President of Smoothstone, in Monday’s statement.

"When we heard Netspan Group's concerns, we knew our solutions would not only solve their problems, but dramatically increase their productivity. We were happy to help."

The inbound call center is one place a company cannot afford to lose quality. This can often be the first interaction point between the company and the customer and therefore, it will also be the first impression. This impression can dictate whether or not the caller becomes a customer.
 
Smoothstone has proven to be able to provide the solutions that Netspan needs to deliver the type of service its customers have come to expect. By offering these solutions through an On-Demand platform, the company can ensure that Netspan has what it needs and when it needs it, making changes as necessary to adapt to the market.
 
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).

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.

Edited by Stefania Viscusi


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