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IDT Telecom Finds Fast Call Center Success with Tikal's Hosted Call Center Solution

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October 17, 2012

IDT Telecom Finds Fast Call Center Success with Tikal's Hosted Call Center Solution

By Tracey E. Schelmetic, TMCnet Contributor

What do you do when you need to get a call center up and running quickly? This was a question recently on the mind of IDT Corporation’s IDT Telecom (News - Alert) division, a provider of telecommunications and financial services.

Specifically, IDT needs to put together a 50-seat call center that would allow it to offer multichannel, Web-based customer service and remain complaint with state regulations such as 100 percent call recording and 24/7 availability of live agent support. IDT also required full API integration to its CRM (customer relationship management) and ERP (enterprise resource management) systems, advanced VoIP management and full capabilities for Web-based conferencing.

Unsurprisingly, IDT saw an IP-based hosted call center solution as its best bet to be up and running quickly with far less upfront capital to lay out.

Ultimately, the company chose Israel-based Tikal Networks as a partner. Tikal worked with IDT to meet its complicated needs for an advanced featured cloud based call center.

By incorporating Tikal’s hosted call center solutions into its corporation, IDT has been able to capitalize on innovation and creativity to boost the quality of customer service it delivers. It has been better positioned to recognize and rapidly integrate new technologies into its call center that have brought operational improvements and cost savings to the company, helping it stay a step ahead of its competition as the telecommunications landscape rapidly evolves.

Tikal’s Hosted Crystal Call Center solution offered IDT the full API integration that it required, along with real-time screen pops to CRM, a robust computer-telephony interface, an advanced VoIP call center system, built-in call recording that met state regulations, Web conferencing and advanced monitoring and management.

Tikal was able to provide all these features in a quick installation with high uptime. Later, IDT also chose to integrate Tikal’s auto-dialer feature for outbound call work.

Tikal provided IDT with enhanced call center effectiveness and productivity, while maintaining a relatively low cost. IDT had chosen Tikal's solution for a call center that facilitates the interaction with customers, supplying its representatives with the right tools to maximize treatment of customers, while providing management with the tools it requires to monitor and control this all interactions.

Ultimately, the Tikal solution increased IDT's agent efficiency which translated directly to bottom-line profits.

Edited by Braden Becker

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