Call Center Management Feature Article
November 19, 2012
DSCI Call Center Management Solution Provided Ammunition to Romney's War Room
By Rajani Baburajan, TMCnet Contributor
The 2012 presidential election will be marked in the history mainly for two reasons: record spending and reliance on advanced information and communications technologies. Hundreds of services provider companies and technology vendors in segments like call center management, hosted call centers, text marketing, predictive dialers, IVRs and more were part of the mammoth campaign.
DSCI Corporation (News - Alert), a provider of iPBX Call Center, is one of such providers that supported the campaign, especially during its peak time in the final days. The company designed, configured, and installed its iPBX Call Center for the Romney for President campaign's "war room" on the floor of the TD Garden in Boston. The call center was set up under 12 hours. The phones were monitored by the iPBX Call Center Supervisor client, a web-based application delivering a suite of call management and reporting tools.
iPBX Call Center is a hosted Voice over IP (VoIP) service which automatically distributes inbound calls from a central phone number to groups of agents.
"Team DSCI did a phenomenal job of bringing this call center online while sticking to a tight timeframe - less than a week from order to delivery," said Sean Dandley, president and CEO of DSCI Corporation, in a statement. "It's a testament to DSCI's ability to deliver the best hosted communications and connectivity services available, all within the schedules our enterprise customers demand."
The call center at Romney war room proved how the call center management solution eliminates the time and expense of installing and maintaining an on-premises call center system, the company said.
On Tuesday when the election was unfolded, the call center's 13 queues easily handled over 200 concurrent calls, enabling campaign volunteers to efficiently communicate with campaign workers at polling stations across the country.
The role of iPBX Call Center ensued even when the state election results were announced. The dynamic rebalancing of the call queues allowed volunteers to quickly refocus their efforts on the states where voting was still in progress - thanks to dynamic rebalancing of the call queues.
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