I knew the sales team at TelWare Corporation was good - we always have a steady stream of new phone systems to install - but sometimes I've even been awestruck by a sale. I mean jaw on the floor! One instance comes to mind when one of our sales specialists sold a phone system to a customer, who was actually one guy, who needed one phone and one phone line. Whaaat?! Wouldn't a $9 phone from Walmart and a call to AT&T suffice? Someone has the "Salesperson of the Year" award wrapped up!
Now I find out that we just finished a multi-site installation that included a remote call center, but we didn't install any actual phones in the call center. No phones?! What do you mean there are no phones? How is a call center supposed to operate without any phones?
It turns out our sales team doesn't just blindly sell phone systems to customers, but rather they work with TelWare technicians and service provider's engineers to design a unified communication solution that fits the customer's needs. The design goals are to minimize startup costs, reduce recurring costs, and optimize call flow and user features.
That's exactly what TelWare's sales team did for Medical Billing Experts (MBX), a company that helps physicians focus on the health of their patients while MBX takes care of billing. MBX recently acquired several offices across the country and needed to seamlessly integrate communications between each site.
Now It Gets Technical
Our sales team's design included an Avaya IP Office Server Edition phone system with Level 3 SIP Trunks at MBX's office in Charlotte, NC, the focal point of the communications network. The offices in other states were equipped with Avaya network switches and IP Office gateways connected to Charlotte via fiber and PRI circuits. The PRIs provided failover capabilities should the SIP Trunks in Charlotte go down. Redundancy was also built into the voicemail, which resides on the IP Office and "in the cloud." Other features included:
- Avaya Communicator software — to keep remote workers connected in and out of the office.
- Xima Call Reporting software — to analyze call traffic thereby maximizing agent efficiencies.
- Avaya 9608 IP Phones
- Avaya B179 SIP Conference Phones
Virtual Call Center
So, what about the remote call center with no phones? In fact, we didn't even install a phone system at that site. Instead, we utilized the existing data network to create a virtual call center by leveraging the Avaya IPO Power User license and Avaya Communicator softphone app for Windows. In other words, we installed software on each agent's computer that allows them to make calls through their data network with Bluetooth headsets. Each softphone is fully featured with agent presence, voicemail, conferencing and more.