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Tikal Helps IDT Move to the Cloud with its Contact Center on Demand
By Susan J. Campbell, TMCnet Contributing Editor
When new state regulations and Internet demands forced IDT to make call center changes, it turned to Tikal’s contact center on demand. IDT realized it would need the services of 50 additional agents, and after learning about the benefits of hosted contact centers, decided to take its operations to the cloud.
Advanced features, flexibility, and cost efficiencies made choosing a contact center on demand an attractive choice, according to this case study. IDT also faced several customer challenges that warranted help from Tikal’s all-inclusive services. State regulations mandated that IDT implement an online recording option and provide round-the-clock access to contact center agents. It also needed to transition to a VoIP management system with Web conferencing and conference call capabilities.
Tikal was able to meet those needs with a quick turnaround time. Its hosted contact center provided features such as real-time access to client CRM records, the implementation of a computer telephony interface (CTI (News - Alert)), and access to VoIP, call-recording functions, an Internet conferencing solution, and a built-in monitoring and management system.
These features have allowed IDT to protect its position in the market as a leader in telecommunications. By taking advantage of new technologies, leveraging operational efficiencies, and saving money, IDT has managed to stay on top in an industry that is constantly changing.
In today’s market, every dollar counts. In IDT’s case, increasing each agent’s efficiency resulted in savings that padded the bottom line. The affordable, high quality solutions available through Tikal’s contact center on demand yielded tremendous gains in productivity and helped to keep costs low. It also led to smoother interactions with customers by ensuring reps had the right tools needed to do their jobs and allowed management better control in the process.
IDT’s confidence in Tikal was evident by the fact that it ultimately decided to add other Tikal services to its mix. For instance, IDT later invested in an auto-dialer that helped reduce wasted agent time spent locating and punching numbers that may or may not connect to the right contact.
Tikal works to meet all communications solutions need for the companies it serves. Products are available in the way of multi-seat, full functioning VoIP-PBX switchboards, custom created Asterisk (News - Alert) based solutions, and more. If it exists in the communications world, Tikal has it. As a result, the company is positioning itself as the one-stop-shop for all things business communications. So whether you’re looking for a plain analog phone adapter or something more complex, Tikal has you covered.
Through Tikal’s contact center on demand, contact centers worldwide can utilize cloud-based call routing, self-service functions, and agent performance enhancing solutions that drive positive and profitable interactions. Tikal’s services not only enhance efficiency but improve the quality and cost-effectiveness of each customer contact. Tikal Networks also provides a backbone for future business improvement and growth solutions for the many customers it serves.
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Edited by Stefanie Mosca