Call Center Services Featured Article
FOX Systems Establishes Fully Operational National Call Center with Neocase Technology
December 05, 2008
FOX Systems has established a National Call Center by using technology from Neocase Software. The Call Center will handle calls pertaining to Medicaid and Medicare services and is expected to boost FOX Systems’ chances to win a shared services contract with the U.S. Government.
Neocare Software has stated that their technologiy functionalities, lower total cost of ownership, ease of implementation, and scalability were the major factors that prompted FOX Systems to choose them. Neocase’s integrated customer service platform, Neocase CS, was able to meet all business, technical and timeline requirements at lower costs while still offering strong functionality and reliability.
“Neocase has helped us improve our service to the federal government by exceeding in delivery time and solution requirements,” says Mark Shishida, CEO of FOX Systems.
“FOX Systems has been extremely satisfied with the ease of implementation and advanced functionality delivered by Neocase’s customer service platform …in partnering with Don Bruns, Director of FOX Systems Business Services Group, we decided to choose Neocase’s solution for its lower total costs of ownership in comparison to other solutions, as well as the company’s solid commitment to delivering a faster ROI,” said Manny Mkrtichian, CTO of FOX Systems.
Working with Neocase’s Technology Services team, FOX Systems implemented the Neocase platform for 150 Agents in its Fargo, North Dakota-based call center within a time limit of 40 man-days. Neocase also supported strict privacy compliance requirements set by the U.S. government.
Neocase officials say their CS brings efficiency and productivity to customer service operations through collaborative case management, automated workflows, Web self-service, intelligent knowledge base, and executive dashboards. It can be used in small scale internal help desks and also in large international contact centers and clients can receive on demand or on premise customer service and support solution for any size of company.
Officials also add that companies of all sizes, across all industries depend on Neocase Software to maximize the productivity and quality of their customer service and shared service processes. FOX Systems can greatly benefit from the combined services of customer service, knowledge management and self-service offerings of Neocase.
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Fixed Service Strategies for Mobile Network Operators, brought to you by Comverse (News - Alert).Nathesh is a contributing editor for TMCnet. To read more of Nathesh's articles, please visit his columnist page.
Edited by Michelle Robart
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