3rd Party Remote Call Monitoring Feature

Even the newest companies can face challenges that require an overhaul of one form or another. Visaya Knowledge Process Outsourcing Corporation (VisayaKPO) saw this happen after only two years in operation. The company’s focus is on the contact center and business process needs of small- to medium-sized businesses (SMBs). The challenge, however, was that VisayaKPO was using a contact center with limited tools and features and was quickly outgrowing the hosted solution.

After only two years in operation, the growth spurt spawned the need for a serious look at where its resources were going and where they could be better spent. The company was spending too much for the limited hosted solution, so much so that it could have built up its own, better functioning solution on-premise in just a few months worth of payments. The challenge then was to find a company that could deliver better on-premise contact center services at less cost.

VisayaKPO needed an all-in-one communications software suite that could bring value to its contact center. It needed a multichannel contact center with automation and enterprise IP telephony abilities that could service a growing company focused on customers and excellent customer interactions.

The solution chosen by VisayaKPO would need to provide them with inbound and outbound capabilities through an all-in-one IP-based software suite. The company also needed a call recording system that allows companies to initiate screen recording at any given moment. Another need included the ability to take on system administration duties capable of adapting to dial plans and campaigns that change frequently.

While many companies are seeing the benefits of going to a cloud-based solution with their contact center needs, VisayaKPO needed to select the solution that would be best positioned to help the company to address its core challenges and continue to grow. This Interactive Intelligence (News - Alert) case study demonstrates just how this IP software and contact center solutions provider met those requirements. To learn more, access the case study in full.

Interactive Intelligence is a Platinum sponsor of ITEXPO Austin 2012. To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO (News - Alert) is the world’s premier IP communications event. Brandon Rowe,Solutions Marketing Manager, will be a keynote speaker at the event. For more information on IEXPO Austin 2012 click here.