Contact Center Solutions Featured Article

Whaleback's CrystalBlue Contact Center Delivers for SRS Medical

July 23, 2012

SRS Medical is a company that creates devices to assist patients with urinary incontinence and also devices that assist doctors with diagnosing lower urinary tract symptoms.

The company distributes its staff between three locations. When doctors or patients would call for assistance using a product, they would often have to call two or three different numbers before reaching the appropriate person. The company needed a single solution that would make reaching out for assistance a one-step process for their customers.

“We were constantly telling people to call several different telephone numbers for assistance which was frustrating for both our clients and our staff,” said SRS’s VP of Sales & Marketing, David Mahoney. “Frequently, medical staff will call during a patient procedure so it is very important that we can prioritize the call and get the right person on the phone quickly.”

For assistance, SRS Medical turned to Whaleback. The company’s CrystalBlue Contact Center solution helped them to unite its three locations so that employees felt as though they operated under the same roof.

“With Whaleback, we are able to prioritize and queue calls easily,” explained Mahoney. “Now it’s like we’re all sitting in the same building.”

Whaleback’s contact center solution enables setup without an initial investment in software or hardware, which enables businesses to scale up or down according to their needs. Additionally, businesses can locate their agents anywhere as long as the agents have a desktop computer and a phone.

“Whaleback Unified Communications allows SRS Medical to focus on serving its patients rather than worrying about its communications,” said Karil Reibold (News - Alert), CEO of Whaleback Managed Services.

Whaleback also enables Automatic Call Distribution (ACD) and rule definitions. This means that calls can be routed according to agent skill sets. The ACD system also routes calls according to priority and longest idle time, while taking queue thresholds into consideration.

“With Whaleback, SRS Medical is now able to create a cohesive multi location solution that streamlines operations, cut costs, and leverages employees under a single communications service,” Reibold concluded.



Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

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Edited by Brooke Neuman

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