When CyberDefender Corp., an Internet security software and services firm, found that its growing pool of customer service agents in Los Angeles was tying up all the company’s office phone lines, it realized the time had come to implement a proper call center system.
CyberDefender’s new director of customer service, Jose Martinez, investigated a few solutions, including traditional Panasonic and Nortel automatic call distribution (ACD) systems. But in the end, Martinez chose a radical on-demand service from start-up OnState Communications, and coupled it with VoIP service from Skype.
“OnState was very competitive,” he says. “But not only was it priced right—and this was very important to us—they were able to implement very quickly.” It took barely a week to get agents up and running and trained.
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