VoIP Call Center

May 01, 2012

VoIP Call Center: ExponentHR Improves Contact Center Capabilities with AltiGen's MaxACD

By Rajani Baburajan TMCnet Contributor

AltiGen (News - Alert) Communications, a provider of Microsoft-based VoIP call center systems and unified communications solutions, revealed that ExponentHR, a Human Resource Information System (HRIS) technology firm offering services as such as payroll and tax services, selected AltiGen's MaxACD contact center solution for Microsoft (News - Alert) Lync.

MaxACD allows companies to quickly deploy VoIP call center functionality that is advanced yet easy to manage and affordable, according to company officials.

ExponentHR is engaged in streamlining traditional, administrative HR functions that enable companies to reduce operating costs, engage employees and create scalable infrastructure. In addition to payroll and tax services, the company also provides an administration tool, employee communication portal, and a reporting system via software-as-a-service (SaaS (News - Alert)) model.

 As part of its technology update, the company decided to replace its Cisco call center communications infrastructure with Microsoft-based unified communication platform (Lync) that powers VoIP call center capabilities that ensure efficiency and the best customer service.

For this deployment, ExponentHR required a solution that fully integrates into Microsoft Lync as a software-based contact center solution.

"We evaluated many options for our contact center solution before we began implementing AltiGen's MaxACD in March 2012," said Misha Vyazmensky, chief technology officer at ExponentHR, in a statement. "During our evaluation, AltiGen's MaxACD call center software for Lync set itself apart from competitors with its ease of deployment, performance, reliability and its integration into Lync.”

 Greg King, director of client relations and services at ExponentHR, said AltiGen helped the company improve the three key service metrics – immediate availability, response and follow up with clients and their employees.

In another similar development in the industry, inetwork, a provider of VoIP call center and communications solutions including voice, SMS and 911, recently added Lightyear Network Solutions (News - Alert) as the latest VoIP service provider to migrate to inetwork's VoIP Enhanced 911 call routing solution.


Edited by Jamie Epstein

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