The CONVERSip(TM) Contact Center is a Powerful Solution That is Easy for Companies of All Sizes to Deploy and Maintain, While Streamlining Customer Interactions and Maximizing Agent Productivity.
SARASOTA, FL -- Jan. 11, 2004 -- Comdial Corporation, a leading provider of communications solutions for small and midsize enterprises, today announced a new solution for the small- to-midsize business contact center market. Call Center performance can optimize customer service and customer retention, which are necessities for establishing and maintaining a company's competitive advantage and expanding its customer base. The CONVERSip Contact Center offers the tools to manage external call volumes and improve the efficiency and performance of employees.
"Comdial's new Contact Center has been instrumental in dramatically improving our customer service activities and response times by giving us the ability to answer and route calls quickly to the appropriate agents based on their area of specialization," said Timothy Schultz, the director of information technology of TUFF SHED, America's largest manufacturer of installed storage buildings and garages, with a total of 40 factories and more than 1,000 employees in 21 states. Between them, the TUFF SHED factories service customers across a 27-state area, with products available at TUFF SHED's company-owned retail outlets, roughly half of the Home Depot stores in the country, and a small network of independent dealers. "This solution easily allows us the flexibility to monitor our agents' performance and view up-to- the-minute reports on our team's efficiency, which is really impacting our bottom line and making sure our employees are optimizing their performance based on their skills."
The CONVERSip Contact Center, an integrated, feature-rich communications suite consisting of skills-based routing, unified voice messaging, call recording, and historical and real-time reports, efficiently captures all incoming calls, processes high call volumes, and manages calls to deliver an unsurpassed level of service without any additional software at an affordable cost for inbound, outbound or blended contact centers.
"Businesses are continually striving to save money while incorporating the latest technology to provide the highest quality of customer service," said Cecil Drake, president of Drake Communications and a Comdial channel partner. "The introduction of the CONVERSip Contact Center will significantly impact the market by delivering a cost effective technology that effortlessly integrates with customer relationship management systems to enhance both service and profitability."
This solution assists management personnel in maximizing their resources by providing easy-to-use, real-time reporting tools that graphically demonstrate call volumes, queue times, productivity levels, and agent activity.
In addition to its advanced reporting capabilities, one of the CONVERSip Contact Center's unique features is a new call back feature, which allows callers to leave a message to hold their place in the queue without remaining on the phone. Callers are then automatically contacted by an agent when it is their turn in the queue.
"One of the primary benefits of the CONVERSip Contact Center is its ability to reduce the time it takes our customers to handle and manage calls," stated Tom Rickert, principal of Gregg Communications and a Comdial channel partner. "This comprehensive solution leads our customers to a faster return on investment, increased customer satisfaction, and a reduced cost of ownership."
The Contact Center can also dramatically improve customer service and retention rates. Calls can be segmented by a variety of criteria, assuring that customers speak to the right agent to address their needs each time they call.
"The Contact Center provided us with the capability not only to route calls by area code, but it also allowed us to automatically route calls outside of traditional business hours to a network of on-call service representatives via their cellular phones," said Greg McKeen, sales manager of The BusBank, a national group and event transportation company with a network of hundreds of premier motor coach operators and a fleet of over 60,000 vehicles across North America. "Comdial's Contact Center transformed our customer service department into an organized, 24/7 customer-focused call center."
About Comdial
Comdial is a converged voice and data communications solutions provider with over 25 years of long-standing success as a leading brand. Focused on superior customer service and reliable communications solutions, we are dedicated to producing best-in-class small to midsize enterprise communications products. Through innovative technology and flexibility, we are unmatched at providing comprehensive Internet Protocol (IP) communications solutions tailored to meet each customer's evolving business needs. For more information about Comdial and its communications solutions, please visit our web site at http://www.comdial.com/ .
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