VoIP Call Center

City of Tulsa Implements a VoIP Call Center for Reduced Costs, More Features

By Rory Lidstone TMCnet Contributing Writer

The City of Tulsa Customer Care Center recently made the switch to a VoIP call center, installing VoIP telephones and communications software. This new system provides a number of benefits, including that it provides managers with real-time information in regards to the quantity and types of calls being received, as well as how long it takes for calls to be answered and which operators are taking calls and when.

Perhaps best of all, this new VoIP call center enables call routing to specific operators who are more knowledgeable about certain topics and government services.

"This will be a giant enhancement for us," said the Customer Care Center Director Michael Radoff in a statement. "It is more flexible and dynamic. Right now, for example, I can look at my computer screen and see that this morning, 78 percent of incoming calls related to refuse services are being answered within 45 seconds."

Radoff went on to add that when there is a sudden influx of calls, the VoIP call center solution can manage those calls efficiently, directing them through a voice menu to the operators best able to handle those calls.

This new VoIP call center offers benefits on the financial front as well, since its internal digital nature allows it to be managed internally by the city. When compared to the city's old phone network provided by a phone carrier, the city is saving $380,000 per year.

This call center upgrade is part of the city's multiyear project, funded by a $1.3 million in third-penny sales tax money, to reduce the cost of telephone services for the city. Obviously, implementing a VoIP call center has proven very helpful toward this cause and is being held up as a focal point in the effort to make a more efficient government.

The options for those looking to switch to a VoIP call center are many. For example, award winning provider of VoIP solutions, PowerNet Global (News - Alert), offers an affordable VoIP call center suite aimed at smaller businesses looking for enhanced features typically only found in enterprise offerings. Further, the company's enterprise VoIP call center offering ensures high uptime with an extremely stable network, local 24/7 NOC (News - Alert) support, and on-staff voice engineers.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

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