M5 Networks reportedly has been selected by The Eye Care Center, an ophthalmology practice in upstate New York, to offer redundant phone service with faultless backup and manage call flow.
One measure of success in call center, and ultimately, the service provided by the company, is the type of service a customer gets when he makes a call to the customer care. Surveys have shown that the clients do not like speaking to automated answering machines and wish to speak to a live call center agent instead. This offers them a feeling that they are being cared for.
At the center, routine examinations, medical and surgical consultations and on-site technology are a routine for customers. So when they make the call, they’d like to speak to a real agent, and not an automated system. Looking to provide advanced feature sets and seamlessly connects clients with physicians, The Eye Care Center acquired the M5 hosted VoIP system as a managed service.
“The software’s ease of use, the ability to monitor the system on the computer and the redundant back-up has been the biggest benefits to our medical practice. Hunt groups help us manage incoming calls so we can adjust our staff scheduling and avoid hiring additional personnel,” said Vicki Pratt, a clinical administrator at the center for the past 17 years.
Under its partnership with M5 Networks (News - Alert), the center can keep its current staff without having to take additional support staff to manage incoming call flow. As electric outages and severe weather interrupted phone service previously, the rural office required a solution with a disaster recovery plan. The company opted for M5 Networks to meet all these demands.
Recently, Clarity, a boutique staffing firm specializing in staffing temporary and permanent administrative and HR positions, deployed M5’s hosted VoIP solution. The VoIP solution will facilitate mobility and remote working as well as provide Clarity (News - Alert) clients and candidates with excellent care and support.
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.
Raju Shanbhag is a contributing editor for TMCnet. To read more of Raju’s articles, please visit his columnist page.
Edited by Michael Dinan