VoIP Call Center

Charlotte Sees Improvement When Leveraging VoIP Call Center

By Jamie Epstein TMCnet Web Editor

With the presidential race currently at full speed, major metropolises all over the country are continuing to host assorted events, including the recently concluded Republican National Convention and the Democratic National Convention. When the city of Charlotte, North Carolina was chosen as the destination for the Democratic National Convention last month, it was in desperate need of new communication capabilities that it found when implementing a VoIP call center.

By working with the NWN (News - Alert) Corporation, which is responsible for solely managing, hosting and maintaining the Cisco VoIP call center solution, the center in Charlotte was able to much more efficiently answer the approximately 120,000 inbound calls it sees every month.

When talking about how the contact center prepared itself for the influx of calls right before the big convention started, the City of Charlotte Senior Program Manager Bellvere Ross stated in an interview, “We expect our call volume to go up, and we are now geared to handle those calls.”

Encompassing two Cisco Unified Communications (News - Alert) Clusters, this robust offering falls in line with a four-year contract between the city and NWN. It looks like the region is already pretty happy with its investment as it has seen multiple advantages from gaining access to best-of-breed engineering talent that has the ability to fully support changing call center demands from the Charlotte.

"Now we have access to the expertise we need when we need it," according to Kimberly Laney, project manager for the City of Charlotte. "Our primary focus is delivering services to citizens -- not providing telecommunications services. With NWN we have a different level of service and talent. Having NWN supporting us has made a big difference."

As more organizations worldwide continue to turn to VoIP call centers, PowerNet Global (News - Alert) continues to enhance its portfolio with next-generation solutions. In fact, currently the VoIP call center provider powers NPA-NXX, Lata-OCN, and flat rate pricing with 6/6 billing, and daily reports that include ASR/ACD statistics that can simplify the monitoring of calls and credit balances. Additionally, short duration penalties are not charged.

Further, the company offers users a completely free call back service, a highly stable network and on-staff voice engineers. It can fully support all standard codecs, simple-testing, turn-up processes and 24/7 service.

PowerNet Global President and CEO Bernie Stevens concluded, “We invested a lot of time and money into our network to be able to provide our customers with the highest level of service possible. Not only will the upgrades improve our current services, including our award winning NetDialer service for dialer and outbound call centers and our Carrier termination services, but they'll also allow us to grow our business with newer and more advanced services."

To find out more about PowerNet Global, click here.

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