Testimonial: United Directories
"I couldn't be more pleased with the Altigen phone system installed by Axxess Telecom. We operate a call center which was previously on a Lucent Merlin Legend. There was no way to tell how many of our callers were on hold and waiting for one of our customer service reps. We were constantly getting faxed and mailed correspondance from our clients of hold times of more than 30 minutes. Consequently We called Axxess Telecom for a solution.
Axxess assessed our telecom needs and recommended the Altigen Voice over IP phone system. I was weary of using VoIP phones on our existing network thinking the quality might not be as good. I can attest that the quality of voice actually was enhanced. More than one of our customer service representatives commented on the increased clarity of the new VoIP phones.
Our average wait time in the call center has dropped to less than 2 minutes. We now can see how many callers are in queu and how long they have been waiting. With the ability to send calls to an overflow group instantaneously we are answering 30% more calls without additional staffing and maintaining our 2 minute threshold during peak times. Also, by running our faxes through the Altigen System we can see when all trunks are busy. Since we receive our orders via fax it is imperative that our clients not receive a busy signal. The Altigen system allows us to monitor our fax trunks so we don't miss an order.
After embracing the technology of the Altigen System I can't believe we have operated so long without it. There is no doubt that the Altigen System will have a greater impact on our bottom line than originaly anticipated. I suspect we will see a payback period of less than one year. Many thanks to the fine staff at Axxess Telecom and the solution they provided."
Christopher Gregory
General Manager, United Directories