|
VPA installs new call management system
November 1998
Calabasas, California – Using Lucent Technologies' Definitely Enterprise
Communications Server. VPA recently began operating a state-of-art call
management system. The new system will significantly enhance our capabilities
to met the customer service needs of our clients.
"We knew that we were going to need much greater
capacity and flexibility to handle the needs of our clients. Analysis showed
that our old system would not be keep up with our demands," says Jack
Bredehorn, President of VPA.
When reviewing the needs for a greater system, a
team of VPA employees was assembled. The team developed a "wish list" of system
capabilities and reviewed competing vendors in depth. The process took several
months, but the match between Lucent Technologies products and VPA's wish list
to be the best. Lucent has an outstanding reputation for customer service and
equipment reliability.
In addition, the Lucent system will be able to
keep up with VPA's growth demands. While the old system supported 200 phones
and handled over 44,000 incoming calls a month, the Lucent system enables VPA
to easily expand to twenty-thousand phones and handle up to a quarter of a
million incoming phone calls per hour.
Another enhanced feature is the ability to
capture call data. The new system permits tracking and reporting from 'cradle
to grave.' By analyzing this data, VPA can respond accurately to questions
about how clients' employees are using the system.
The enhanced system will also provide the
capability to monitor call flow, including wait times, on a real time basis.
VPA will be able to instantly expand the number of people in the incoming call
answer group from a single control console.
The new system has already enhanced our ability
to serve our clients, but further enhancements lie ahead. Jack Bredehorn
concludes, "We've just scratched the surface of the possibilities of the new
system. For example, we are excited by the opportunities afforded between
Lucent's Computer Telephony Interface (CTI) and our Disability Claims
Management System. In addition, the new system gives us a good platform for
expanding into the Internet."
|