Case study that shows how voip was beneficial to an organization

The compensation plan meanwhile focused heavily on affiliate recruitment.

Case study that shows how voip was beneficial to an organization

Migrating to virtual call center infrastructure When: Stratton spoke with SearchEnterpriseVoice. Can you give me the basics about your organization, network and the number of end users you support? TCF Bank is a multi-service financial institution with plus banking locations in six states, including Minnesota, Illinois, Michigan, Wisconsin, Colorado and Indiana.

The new system allowed us to become more efficient and more virtual, so now we only have two locations serving all agents. What was the problem facing your organization that led you to consider VoIP?

We were in four different locations spanning across the nation to serve the various time zones. We wanted to cut overhead while improving the performance of our call centers.

As we looked to consolidate our data centers, we developed a long range goal to provide seamless and efficient customer service regardless of location.

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Were there any critical requirements or buying criteria that influenced your product evaluation process? We were looking for proven technology.

In addition, we wanted something that was flexible that could grow with us and reduce our costs. We decided to implement a new multi-site VoIP system.

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Having the technology deployed at more than one location establishes a fully redundant system for disaster recovery, failures or an overflow transfer of traffic from one location to the other. Which companies or products were among your top choices and why? When it came to my desk, we were down to two: The VoIP platform enables IVR [interactive voice response] data and other caller information to be transferred between sites, on one easy-to-use portal.

Additionally, Cisco Supervisor Desktop provides for real-time reporting and monitoring. What did you need to do to prepare your network, systems and staff prior to the implementation?

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As far as the network goes, our biggest issue was replacing all of our switches. In the places where we were going to implement it, we had to put the proper switches in place to install the new system.

We replaced all the phone systems in all four locations and trained all the customer service representatives. What work or changes were involved with the implementation? Because the data and voice are routed together, we were able to streamline our communication process with our customers.

We added some features and functions, so the reps had to do a little extra work to learn the new system, but it ultimately made their jobs easier. Their work changed because they now have to jump through fewer hoops to complete the same task. Describe your implementation timeline.

When did you finalize your product selection, begin the implementation, reach critical milestones and finally complete the implementation?

We made final selection in March or April of Our goal was to convert over the period of October or November of All the center conversions were complete at the end of January On a scale of 10 being perfect how smooth was the implementation? Nothing is ever perfect, but I would give this a 7 or an 8.

Our road to implementation was fairly smooth, but it certainly had a few bumps. Once in place, did the VoIP system meet your expectations? Yes, and it continues to do so even more as we become accustomed to it.

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How did users respond to it? Our customer service representatives responded well because it made their life easier with just having one portal. They are also enjoying higher of levels of customer satisfaction because of the efficiency of our new system.IT Week 2 VoIP.

Case study that shows how voip was beneficial to an organization

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