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WindStream Selected to Set Up NeoVox's Next-Gen Contact Center
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WindStream Selected to Set Up NeoVox's Next-Gen Contact Center

July 27, 2012
By David Gitonga
TMCnet Contributing Writer

WindStream Corp., a leading provider of advanced network communications, managed and cloud computing services, has been selected by NeoVox Global to set up a start-of-the-art contact center to be located at NeoVox’s headquarters in Carthage, Mo. The new contact center will feature Avaya (News - Alert) Aura call center technology and is designed to handle multimedia communications every day for Fortune 100 companies. The 180-seat center will offer traditional voice, email, IM, SMS text messages and web-based chat services to these companies.

According to NeoVox officials, WindStream mirrors the company’s approach to business and was the right partner for building “a new model of excellence in live and automated customer contact services.” The officials also said that WindStream has always been dedicated to providing personalized services and flexible in meeting NeoVox clients’ needs.

NeoVox’s global VP of sales, Will Westmoreland, said that WindStream’s Integrated Solutions (News - Alert) Group (ISG) representative kept them up-to-date regarding every step of the process while the practice team helped design, support and install the solution. The team has also helped adapt to growth by tweaking their business plan when recruiting clients with specific needs. This helps them provide the different technological features the company needs.

Windstream’s (News - Alert) recommendation of Avaya Aura platform was based on the recognition that neoVox Global needed a platform with a full range of services. The Avaya Aura platform is an innovative and cost-effective multimedia communications infrastructure that integrates voice, video and real-time collaboration with the ability to scale based on evolving needs. With the combination of WindStream’s full suite of communication systems solutions that includes fully integrated IP telephony platforms, this has helped the implementation of a call center operation with improved productivity.

Using Avaya technology has also enabled NeoVox to better route incoming calls to specific reps and reduce call times. According to the VP of operations at NeoVox, Brian Malcolm, the company has been able to almost double their efficiency. “We are taking more calls and spending less time on each one.”

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

Stay in touch with everything happening at ITEXPO. Follow us on Twitter.

Edited by Allison Boccamazzo

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