Modern call centers are more than a bank of telephone operators. A call center agent’s duties now range from placing and fielding phone calls to handling email and online communications, including IM (instant messaging). In turn, customers rely on call centers to submit email inquiries, send faxes and transmit text messages from cell phones and PDAs.
Many companies are choosing to deploy call center solutions while upgrading to VoIP. These companies understand that in order to be competitive they must invest in network optimization and streamlined business processes. A VoIP-based call center is a technology enabler for that type of transformation.
A VoIP call center can make your operation more scalable, which means you can expand rapidly and without costly infrastructure investments. A VoIP call center easily accommodates remote agents, which can expand your available labor pool, enhance customer service and reduce overhead costs. By converging voice and data traffic, you also reduce operating costs and simplify call center administration.
If you’ve already implemented a VoIP call center, Emerald’s technical staff can help you leverage and maintain it. We have experience supporting the leading VoIP call center solutions, including 3Com (now HP), Asterisk, Cisco, Allworx and ShoreTel.
If you have not yet implemented a call center solution, ask us about the 3Com (now HP) eXchange Call Center. The eXchange Call Center delivers a full feature-set at an exceptionally low cost compared to competing call center solutions. It is an excellent way for small and mid-sized businesses to better serve call-in customers and make customer relationship management more efficient.
As a 3Com (now HP) Silver Partner, Emerald is the leading provider of 3Com (now HP) call center solutions for small and medium-sized businesses (SMBs) in the Atlanta metropolitan area. Contact us to learn more about Emerald’s call center implantation and support services.