Zaplee, a company that helps small- to medium-sized businesses implement their call centers, recently unveiled a case study that detailed how it helped Conceptshare, a cloud-based provider of communications and collaboration solutions, create a cloud-based call center system.
Conceptshare used Zaplee and Skype to create a cloud-based call center system that yields 50 percent savings when compared to traditional multi-office PBX systems. The integration with Skype has helped the company maintain seamless connectivity and keep track of all calls.
The cloud call center also helped the company save on long distance calls and give free unlimited calling between employees, no matter where they’re located.
“We don’t have to worry about managing hardware either,” said ConceptShare CTO Chris D’Aoust. “Hardware with a traditional PBX system would have been roughly $200 per month, and the service rental was going to be roughly $250 per month compared to $175 per month for Zaplee.”
Zaplee also helped ConceptShare set up a voicemail for each user instantly rather than waiting for each of them to set it up. The solution has also increased mobility among its employees.
D’Aoust said they were especially impressed when Zaplee had developers work on additional features so that the service would suit their needs.
“Before we had cordless phones, so if there was a problem with the software in the middle of the night and the call dropped, we lost it,” D’Aoust said. “But Skype always keeps track of calls in the history so we don’t deal with the phones going out and not knowing who is on the phone.”
In a similar development, Telax Hosted Call Center, a provider of contact center technology, announced that Fibernetics Corporation, a competitive local exchange carrier (CLEC) that offers VoIP products and services, has selected its contact center solution.
Fibernetics chose Metaswitch integrated contact center solution from Telax to replace its existing Automatic Call Distribution System (ACD).
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