Pinnacle Mortgage Group has selected the NEC (News - Alert) UNIVERGE SV8100 call center solution in order to deliver the highest levels of service to their customers. The all-IP communications platform will be deployed in two locations, enchaining Pinnacle’s business continuity, reducing long-distance costs and integrating with the UNIVERGE UM8000 unified messaging platform already in place. Through a combine effort NEC and Synergy (News - Alert) Telecommunications worked with Pinnacle to transition the company quickly from an outdated system into a future ready IP based one.
Designed to be both versatile and scalable, the SV8100 supports TDM, IP, video, wired or wireless. The on-board applications and a full range of high-powered features allow the utility to work between branches or remote locations. Individuals, departments and locations can work more efficiently by using this feature to communicate seamlessly in real time.
“When it came to updating our system, we liked the SV8100 and UM8000 that Synergy Telecommunications proposed because they had all the features we were looking for such as improved front desk operations and voicemail and email in a single inbox,” said Brian Rindels, Vice President of Pinnacle Mortgage Group, Inc in a press release accompanying the news. “Since our business model is centered around our ability to communicate with clients, it was important that our communications server allowed us to connect with remote employees and network in multiple locations to improve employee communication and efficiency.”
Giving employee’s new channels to operate through will allow for a more collaborative and flexible work environment and should provide Pinnacle with quick ROI in this upgrade. Adding these utilities to a call center means that each agent will have a more robust set of tools in dealing with customer inquiries and issues. It can also be used to enhance ongoing outbound sales campaigns.
“By using the Netlink capability of the SV8100, Pinnacle can manage outbound sales campaigns to markets in which they are licensed and connect these calls to agents in their Denver headquarters or satellite office in California.” said Larry Levenberg (News - Alert), Vice President of Channel Sales and Marketing, Communications Technologies, NEC in the same release.
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter @cpdimarco.
Edited by Rich Steeves