Vertical TeleVantage

Worldwide Leader in TeleVantage Support

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Customer Testimonials


 
Success Stories

REMAX | NAI Welsh | National Money Service | Millennia Mortgage
Consumer Credit Counseling | BVI Recognition | Sigma Systems
Southland Trade | ValueVoyager.com | Diversified Services

RE/MAX Real Estate Affiliate

Problem
The old proprietary phone system was stifling growth, losing off-hours calls and limiting voice mail capability. The phone system did not have any advanced routing options or an extensive voice-mail menu; many important calls were lost. Doug Burger & Associates could not provide any information or messages to inbound callers as they waited on hold.
Solution
Doug Burger & Associates at RE/MAX Four Seasons implemented Artisoft’s TeleVantage, a software-based phone system. TeleVantage allowed the company to set up multiple ACD queues and an off-hours auto attendant to ensure that all incoming calls were answered appropriately. TeleVantage allowed testimonials from satisfied clients to play for new customers waiting on hold.
Results
Doug Burger & Associates at RE/MAX Four Seasons achieved phenomenal sales growth due to calls received and responded to during non-business hours. TeleVantage consolidated the need for multiple numbers; now customers use one convenient number to keep in touch
with the RE/MAX team. Doug Burger & Associates is now ranked among the top
RE/MAX teams in the country.

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NAI Welsh
Problem
NAI Welsh sought a reliable phone system to improve customer responsiveness, conference clients around the globe, and support a diverse and mobile workforce.
Solution
Artisoft TeleVantage provided the right combination of sophisticated features, including “follow-me” call forwarding, conferencing, and call prioritization, and open architecture to enable integration with contact databases.
Results
“Telephone tag” is a thing of the past; calls follow agents to building sites, property tours and home locations. Agents have reached superior levels of productivity by pre-determining how they would like various calls handled. TeleVantage helps ensure high-quality job performance, enabling agents to cross-sell and up-sell in record time.

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National Money Services
Problem
National Money Service’s existing phone system could not support the rapid increase in incoming calls or employee headcount. Potential customers were on hold too long, and many calls were abandoned. Changes to the phone system were administered by a third-party vendor. Phone system administration was not performed in a timely manner and was very expensive.
Solution
National Money Service implemented Artisoft’s software-based phone system,
TeleVantage. Call center managers set up additional incoming call queues with TeleVantage. TeleVantage enabled in-house administration with the Administrator Client.
Results
Average hold time was reduced by more than 75%. Management was able to set performance goals for customer service representatives and reward top performers. Management was able to redeploy two employees to focus more on revenue generating activities.

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Millennia Mortgage
Problem
Millennia Mortgage could not answer calls quickly enough and had a large number of abandoned calls. The company could not track incoming calls to specific business units or incoming calls in response to marketing campaigns. The company had an outdated phone system that could not scale with employee growth or accommodate new technology.
Solution
Millennia chose Artisoft’s TeleVantage, a software based phone system. TeleVantage’s reporting software enabled the company to quickly identify call patterns and trace calls to specific marketing campaigns. TeleVantage’s open systems architecture enabled inhouse administration, which made adding new
employees easy.
Results
The software helped call center managers reduce abandoned calls by 40 percent in one week. The company was able to determine the most effective marketing campaigns and allocate specific funds for use by each revenue center. Millennia Mortgage is able to fully leverage their existing technology and provide automated account access to customers.

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Consumer Credit Counseling Service

 

Problem
The former proprietary phone system was stifling growth because it was too costly to add new users and provide necessary functionality. On weekends, emergency credit counseling calls could only be forwarded one at a time to the off hours call center. Many calls were lost.
The former phone system could not provide any call statistics. Therefore, it was very difficult to project staffing needs and measure call center productivity.
Solution
Consumer Credit Counseling Services implemented Artisoft’s TeleVantage, a software-based phone system. TeleVantage allowed the company to set up multiple ACD queues to ensure that all incoming calls were answered or forwarded appropriately during off-hours. TeleVantage’s call center reporting software enabled CCCS to identify call patterns and track the productivity of individual customer service representatives.
Results
The use of industry-standard equipment with TeleVantage saved the company approximately
$11,000. Customer service representatives’ training time was reduced 50% by setting up first-time caller queues. TeleVantage’s Call Monitor provided a significant increase in employee productivity.

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BVI Recognition

 

Problem
As telephone power users, BVI Recognition needed a new phone system that would grow with their rapidly expanding business. The system also needed to be portable to accommodate their planned move to a new corporate headquarters. They needed a system that would dramatically improve customer service and handle customer
inquiries with ease. The new system had to be easy to use, help streamline their order-filling and service processes, and help employees work more efficiently.
Solution
BVI selected Artisoft’s TeleVantage — a software based phone system — to help them present a professional image, increase staff productivity and enhance customer service.
Results
TeleVantage continues to help BVI Recognition grow, and plays a major role in their plans for the future. TeleVantage has helped BVI Recognition to ensure world-class customer service and support, with callers reaching the most appropriate agent every time. With TeleVantage, BVI Recognition is saving time and money while increasing employee productivity. The staff can quickly and easily respond to each customer and provide VIP customers with special service. With TeleVantage, BVI Recognition is assured that their business phone system will grow as their business expands — while enhancing their professionalism and continually attracting new customers.

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Sigma Systems

 

Problem
Sigma Systems needed to purchase a scalable and reliable phone system quickly for their new corporate headquarters. The new system had to be flexible and customizable to meet the needs of diverse customers and product lines. It had to be able to scale to keep pace with a rapidly growing business — and it had to allow Sigma Systems to create a small
business call center without expensive add-on equipment. It had to be cost efficient and yield continuing benefits over time.
Solution
Sigma Systems chose Artisoft’s TeleVantage, a new software-based phone system. TeleVantage offered unprecedented flexibility and scalability.
Results
TeleVantage was installed in only a few hours on the weekend before the new headquarters opened. The phones were up and running the first thing Monday morning. Sigma Systems was able to implement a small business call center to provide outstanding customer service without extra cost. The call completion rate rose nearly 50%. Sigma Systems saved money — over $80,000 annually — and increased employee productivity.

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Southland Trade


Problem
Southland Trade needed a new phone system that would put them in control of their internal
and external communications. They needed to improve productivity, workflow and customer service. The new system had to overcome the limitations of their former proprietary system.
Solution
With TeleVantage, they now had the tools to meet a wide range of needs quickly and easily.
Results
Staff and managers enjoy increased productivity, efficiency and safety. Customer service and satisfaction have increased, along with increased profitability for the company.

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ValueVoyager.com

 

Problem
ValueVoyager.com needed powerful and customizable communications technology for their productivity-driven business. They needed seamless communication between caller and agent, and the ability to document customer inquiries, data and preferences. They needed to make sure that all calls were handled quickly, accurately and efficiently.
Solution
TeleVantage gave ValueVoyager.com the versatility, customization and ease of use to manage their busy travel business.
Results
Agents can easily retrieve customer histories, speeding up transactions and delighting customers with the level of service. Increases in efficiency have brought dramatic increases in business. ValueVoyager feels they are breaking new ground in the travel industry, easily outdistancing the competition.

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Diversified Services


Problem
Diversified Services needed to keep up with a heavy call volume, while remaining responsive to urgent calls. They needed to be able to get calls and messages to the right therapist quickly. Staff and patients needed to be sure that emergency calls would always get immediate assistance.
Solution
TeleVantage gave Diversified the efficient call handling, follow-me call forwarding and personalized service to meet the critical demands of a health-care agency.
Results
Off-site staff can now receive and manage their calls easily. Emergency calls are immediately routed and answered, including after-hours and on weekends. Diversified enjoys improved efficiency, easy system administration, and the security of knowing that callers are getting the fast and personalized service they deserve.

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