Among the problems plaguing small and mid-sized businesses (SMBs) today is that, as their businesses become more successful and as their communications needs evolve, they find that their existing phone systems are not capable of growing with them. Thus, many are forced to either suffer with less-than-adequate technology or spend exorbitantly on a new, more advanced communications system. Neither is without its drawbacks.

 

Enter TeleVantage from Vertical Communications. 

 

TeleVantage is a standards-based IP telephony software platform that can turn a company’s existing phone system into a feature-rich converged system. And, because it is software-based, users are able to easily incorporate third-party products, like CRM software, into their systems, and it allows for the addition of additional IP services and products seamlessly and easily.

 

Vertical’s TeleVantage IP PBX and Contact Center software solutions introduce a full complement of features to promote greater collaboration and improved productivity within a workforce. For instance, users can make use of presence features to quickly tell if co-workers are available; advanced call handling/routing features ensure calls are not missed when employees are away from their desks, and also ensure minimal wait times in contact center applications; unified messaging enables easy access to voice mail through a single account from various devices; call recording and an easy to use Web- or Windows-based GUI allows personal preferences to be changed quickly and easily.

 

Among the advantages the Vertical solution presents is it can be tailored to meet the needs of nearly any type of business. In fact, the company has announced the adoption of TeleVantage 7 by its two newest customers, an aviation industry supply chain management provider and a non-profit organization, both of which are deploying TeleVantage products.

 

Aerospace Products International (API), is a provider of parts and innovative distribution and supply chain management solutions to the aerospace industry.  In its efforts to provide optimal service to aircraft operators, manufacturers, and MRO (maintenance, repair, and overhaul) service providers, API handles some 200 global inbound calls each hour. To ensure its global order entry system can handle that volume — and more — API has turned to TeleVantage, which can appropriately route calls and ensure each call is answered promptly — not to mention having the flexibility to implement special features, like priority handling for VIP callers or voice broadcasting of limited-time offers — that are designed to maximize customer satisfaction and loyalty.

 

“TeleVantage allows API to be the most effective contact center I’ve ever worked with,” said Greg Myers, senior customer service manager at API. “It lets our agents handle 95% of our customers’ calls within 30 seconds or less, exceeding industry benchmarks, and its flexibility allows us to enhance our order entry system to accommodate customers’ unique purchasing needs.”

 

The Oregon Society of CPAs (OSCPA) is a professional membership organization with more than 4,600 members and seven local service areas statewide. The organization was searching for a way to increase operational efficiency in order to better serve it diverse constituency. To do that, OSCPA chose TeleVantage 7 because it is easy to use — particularly its included messaging and presence features — and because of the cost savings it enables. 

 

 “ViewPoint allows our staff to respond more professionally to ensure the desired customer service experience for our members,” said Phyllis Barker, OSCPA’s vice president of administration and finance.

 

Despite being two distinctly difference entities, OSCPA and API have both opted for Vertical’s TeleVantage because it is both a cost-effective, yet feature-rich solution that will add the functionality they both require of their phone systems — without having to incur the expense of new hardware. The software-based solution from Vertical is designed to grow with a business — both in terms of features and capacity.