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Call Center and IVR Success: Number Nine Visual Technology

The Company
Number Nine Visual Technology provides PC-based graphics display solutions. A publicly held company headquartered in Lexington, Massachusetts, Number Nine has more than 130 employees, and offices in California, Germany, and Japan.

The Problem
For several years, Number Nine relied on a Centrex-based telecommunications system to support more than 40 full-time agents working in the sales and customer-support departments. To handle the numerous incoming sales and customer-service calls received daily, the company used an Automatic Call Distributor (ACD) to distribute calls uniformly among the agents. The ACD's lack of flexibility, however, caused in-house MIS engineers to be less than satisfied. The ACD was difficult to control, and when the company shut it down at the end of the day, the engineers often weren't sure whether callers in the queue were being disconnected.

The Solution
Looking for a truly flexible solution, Number Nine began to evaluate alternative call-center solutions. It chose the network-based Distributed Call Center from Teloquent Communications.

With Distributed Call Center, the sales manager and technical support supervisor have monitors that give them realtime reports about how many people are in the queue. This capability lets them make decisions about how many people need to staff the phones during certain time periods. The Distributed Call Center also lets the company identify and analyze improvement areas. For example, reports indicated that 2.5 percent of calls were lost. The company analyzed why these calls were lost so that it could make improvements.

Another important feature for Number Nine is the product's skills-based routing feature, which IVR makes possible. The company's products operate on a variety of computing platforms, so this feature offers a distinct advantage because it can route a technical support call to the agent most familiar with a specific OS or platform.

This feature also helped Number Nine with an unexpected problem. To counter extreme weather conditions one winter, the company routed calls to agents who were snowed in at home. The company was able to provide customers with technical support during a time when the majority of companies in the region were closed.

In the near future, Number Nine plans to move its technical support department to Burlington, Massachusetts, while keeping the sales department in Lexington. As the result of Distributed Call Center's flexibility, the company will be able to seamlessly network both locations.

Contact Info
Number Nine Visual Technology * 617-674-0009 or 800-438-6463
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