August 2008 -VoIP Case Study

Vol 8 Number 8
August 2008

Verge proudly introduces the latest in Unified Communications, the Enterprise TOL Solution from Iwatsu Voice Networks

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on-line demonstration of how this technology can help your business.

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Customer Service Telephony in Action - Case Study: The David King Agency

Let's examine how you can significantly improve your customers' experience through the latest telephony solutions. Learn how The David King Agency used the latest technology to redefine the customer experience.

Through the latest telephony solutions, The David King Agency:

- Recaptured $170,000 of potentially lost commissions as income
- Improved client retention by a 5% per year
- Decreased long distance charges by $1800 per year

How did the firm accomplish this in an industry where customer churn can range as high as 20% annually? They did it by deploying a system that delivered two key components:

- The ability to efficiently manage inbound/outbound calls
- The ability to capture and proactively respond to missed opportunities




			Improving the Customer Experience The communications platform deployed by the King Agency utilizes user-defined presence rules to find specific agents-whatever their location-and make sure that calls are delivered as expediently as possible. If an agent is in a meeting, a caller can receive a custom greeting that informs the caller when the agent will be available. And the system even shows the name of incoming callers, so an agent can customize the greeting when they first begin a call. >> more info




			Take Your Customer Experience to a New Level Complimentary technologies can improve how quickly and effectively your company responds to customers. Among other items, learn how the David King Agency improved customer experiences by deploying: - Secure LAN-based IM communications to route questions to subject matter experts for quick answers. - Fax-to-email technology to eliminate cumbersome paper communications - Telephony Application Programming Interface (TAPI) to automatically retrieve customer records based on Caller ID, streamlining customer service and enabling the CSR to personalize each call before even beginning the conversation >> more info




			Creating Positive Customer Experiences Learn how to deploy a communication system that can dramatically improve your customer's experience. The David King Agency deployed a system that delivered two key components: - The ability to efficiently manage inbound/outbound calls - The ability to capture and proactively respond to missed opportunities Managing call flow traffic was absolutely critical to ensure that the agency could drive up a positive customer experience and drive down churn rates. The fact is that a customer needing an answer to a question is not going to wade through an auto attendant that makes the caller answer multiple questions, waiting for a connection after each response, just to find the information that person is searching for. And when someone is in an accident, they want to speak to a live representative immediately-anything less and customers will be lost. >> more info

Verge Network Solutions, Inc.
12308 Hidden Forest Blvd. | Oklahoma City, OK 73142
Phone: 405.782.8400 | Toll Free: 877.782.8400 | Fax: 405.782.8410

6506 S. Lewis, Suite 180 | Tulsa, OK 74136
Phone: 918.384.5400 | Toll Free: 877.782.8400 | Fax: 918.392.4968