Easy Office Phone, a provider of business Voice-over-Internet Protocol (VoIP) phone service, yesterday launchedits enhanced Virtual Call Center solution, which seamlessly integrates tracking, reporting, and Web-based management into the core phone service.
Active Energy, a provider of residential and commercial energy services, uses Easy Office Phone's Virtual Call Center to manage its call queues.
"In the past, when we had employees working from remote locations, integrating them into our call queues was impossible," said Shaun Pennell, chief technology officer, in a statement. "Staff had to manually answer calls for the remote employees and forward them as needed. With this solution, all of our call center staff are tied together regardless of where they work, and in addition all staff can see at a glance whether their colleagues are available or currently occupied on calls."
The Web-based virtual call center software package offers detailed statistics on performance reporting which, Pennell says, has led to noticeable productivity improvements. "We're now able to quickly and easily pull key indicators of performance and responsiveness, such as how many calls each agent is handling, how quickly on average we’re answering calls, and much more. The Web-based interface allows us to gather and analyze this data literally with a few mouse clicks," he said.
The Easy Office Phone solution is custom-built, and uses a powerful Web interface to tie together the fundamental elements of a call center, including: the phone service itself; management and administration; detailed performance statistics; and indications of which employees are online and offline – again, even for staff working remotely.
Adam Simpson, CEO of Easy Office Phone, says the scalability of the solution means it's an ideal fit for businesses of all sizes. "I think call centers are often incorrectly seen as being used exclusively by large organizations, which may have tended in the past to discourage smaller companies from considering them," he said in a statement. "Our platform lets any business take advantage of the power of a virtual call center, and removes the up-front cost barrier. In my opinion this means a greatly expanded market reach for the service."