The Volcano Story
Volcano Communications Group has been serving residents and businesses for nearly 110 years in California's Sierra Nevada foothills and has quietly carved out a niche service of providing professional call center services.
According to Volcano Central Office Technician, Rick Coughlin, they have two applications for the APMAX ACD, internal use for the incoming calls to Volcano's Communication Group and an 8 person staff that supports calls for about 65 different businesses. Coughlin says their goal is to expand their 8 person call center staff so that it will handle both their internal needs and that of their business call center customers.
APMAX ACD Delivers HTML Pop-Ups to Volcano's Call Center Agents
By displaying information for each business signed up for the service, agents receiving calls will immediately see a pop up web page that contains business specific details making the Volcano Business Call Center much more than an answering service. According to Coughlin, "There is enough information on the screen pop so the agent can intelligently interact with the business's customers." Coughlin adds, "We have everything from trouble reports for water companies to hospitals and clinics with on call listings and phone numbers and whether or not the doctor will call them back."
Innovative Systems Eats its own Dog Food
Utilizing an APMAX running off of the Mitchell Telecom Softswitch, over 250 SIP phones and 70 agents are receiving and placing calls from all across North America. Innovative Systems is benefiting from both Automated Call Distribution (ACD) and Automated SIP Configuration (ACS) to not only route and monitor call traffic, but also to keep all of the company's SIP phones updated with the latest firmware. According to Voice and Video Services Director, Ryan Tupper, "Our internal use of ACD and ACS puts our finger on the pulse and helps us determine real world applications for these hosted services." Tupper adds, "We have already made enhancements based on our experience that have benefitted the service providers who have purchased these services."
Check Out the Webcast
If you would like to find out more about how Volcano is pricing their Business Center Service and how they are using the ACD reporting tools to put more agents online when they are needed, check out the webcast by following this link:
About Volcano Communications Group
Established in 1903, Volcano Communications Company began as Volcano Telephone Company a small, brick building in the town of Volcano, California in the Sierra Nevada Foothills. In 1983 VolcanoVision Cable TV company was established, in 1984 Volcano Telecommunications was born, 1995 saw the birth of Volcano Internet Provider and Volcano Long Distance was introduced in 2001. Visit the Volcano website for more information.
About Innovative Systems
Innovative Systems is a dominant provider of voice and video services as well as OSS/BSS solutions to the telecommunications industry. The APMAX and Application Peripheral (AP) are the most feature rich and widely deployed voice and video service platforms in the IOC industry with over 1,200 systems in service interfacing with all switch types and IPTV networks. The eLation OSS/BSS solutions is the leading next generation solution providing fully integrated billing, automated provisioning, financial and staking and mapping solutions for wireline, wireless, Internet, IPTV and CATV companies. For more information, please contact the Innovative Systems corporate office at 605-995-6120.