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Pinnacle Mortgage Deploys NEC UNIVERGE SV8100 all-IP Communications Servers

June 06, 2011

Full-service mortgage banking firm Pinnacle Mortgage Group has deployed NEC UNIVERGE SV8100 all-IP communications servers in two locations for business continuity and reduced long-distance costs, as well as an integrated UNIVERGE UM8000 unified messaging.

Pinnacle Mortgage provides mortgage banking services to customers in 23 states. It now relies on NEC UNIVERGE communications solution as a tool, helping loan officers deliver “excellent” customer service.

Synergy Telecommunications, an authorized NEC dealer, deployed the Solution, which provides Pinnacle Mortgage with reliable communications, UM8000 for unified delivery of voice and email messages in a single inbox, advanced reporting to monitor employees' inbound and outbound calls in addition call duration to determine employee efficiency.

“When it came to updating our system, we liked the SV8100 and UM8000 that Synergy Telecommunications proposed because they had all the features we were looking for such as improved front desk operations and voicemail and email in a single inbox," said Brian Rindels, vice president at Pinnacle Mortgage Group.

Additionally, Synergy also helped integrate the SV8100 with an existing predictive dialer solution. This has allowed Pinnacle to continue managing outbound sales campaigns targeted to customers in 23 states.

It uses all-IP SV8100, Pinnacle Mortgage Group bypasses long distance tolls and connects employees between headquarters in Denver, CO and a second office in Irvine, CA.

Larry Levenberg, vice president of Channel Sales and Marketing for Communications Technologies at NEC, said that by using the Netlink capability of the SV8100, Pinnacle can manage outbound sales campaigns to markets in which they are licensed and connect these calls to agents in their Denver headquarters or satellite office in California.

Mike Gilly, chief operating officer at Synergy, noted that Pinnacle Mortgage’s communications challenges are not unlike most mid-sized companies in that they were a growing company dealing with older equipment and high operating costs.

“Through our assessment and ultimately deploying the NEC UNIVERGE SV8100, Pinnacle is now able to scale easily while delivering premium customer service to its clients,” Gilly said.

Earlier in March, NEC announced that Humane Society Silicon Valley (HSSV), an independent, non-profit animal shelter, implemented its UNIVERGE SV8100 communications server to help improve employee and volunteer productivity in supporting numerous programs and services for pets.

Anshu Shrivastava is a contributing editor for ContactCenterSolutions. To read more of Anshu’s articles, please visit her columnist page.

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