Windstream (News - Alert), a provider of advanced network communications including cloud and managed services, announced NeoVox Global, a provider of customer service and sale support solutions, has selected the company to implement a call center based on Avaya (News - Alert) Aura platform.
The new state-of-the-art contact center is located at NeoVox’s new headquarters in Carthage, Mo. The facility is designed to handle inbound multimedia communications including traditional voice, Web-based chat, e-mail, IM and SMS text messages.
Windstream recommended Avaya Aura platform to deliver an innovative and cost-effective multimedia communications infrastructure that integrates the company’s current and emerging investments in voice, video, real time collaboration and more. Further, the Avaya platform also allows NeoVox to scale the services as needs arise.
“Our representative from Windstream’s Integrated Solutions (News - Alert) Group (ISG) kept us up-to-date regarding every step of the process,” said Will Westmoreland, NeoVox Global’s vice president of sales, in a statement. “Windstream’s contact center practice team helped design, support and install our solution. They’ve also taken the time to help us adapt our system as we grow.”
“As we’ve recruited clients who have specific needs, our Windstream representative takes our business plan and tweaks it to provide the different technological features we need,” Westmoreland added.
NeoVox selected Windstream after realizing its dedication to personalized service and flexibility in helping NeoVox meet its clients’ needs. The combination of Windstream’s commitment to service and smart technology has enabled NeoVox to implement a call tree operation that has improved productivity.
“Using Avaya technology from Windstream, we built a call tree for one of our clients that better routed incoming calls to specific reps and reduced call times,” said Brian Malcolm, NeoVox’s vice president of operations, in a statement. “By doing that, we’ve been able to almost double our efficiency. We are taking more calls and spending less time on each one. ”In another related development, Windstream Hosted Solutions signed an agreement with Nexcom (News - Alert), under which Nexcom will utilize Windstream's full line of cloud-based services as it targets small- and mid-sized companies with mobile workforces. Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.
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Edited by Rachel Ramsey