OnState has been the pioneer in providing full service call center solutions that not only employ Skype’s various conversation modes but also use Zimbra to offer a complete multi-modal Unified Communications suite that incorporates conversation recording and archiving, email management and call back capabilities. Call center agents can be contacted via live chat, free inbound Skype calls, toll-free inbound lines as well as traditional PSTN lines and email.
As an initial target market, they have built a full service solution for technical support operations such as that operated by B4 Consulting, a SAP Channel Partner. B4 Consulting needs to provide 24/7 support as they are involved in SAP Business One installations across enterprises with worldwide operations. As a result they have implemented OnState’s Call Center for Skype to deliver real-time customer support. From the press release:
The OnState CallCenter for Skype™ is integral to B4 Consulting’s delivery of its global Application Management Services for the SAP Business One application, SAP’s affordable business management solution for growing businesses. B4 Consulting’s Web-integrated call center capitalizes on the full range of OnState’s multiple communications modes and customer contact options. This includes concurrent Skype chat and voice,Skype voicemail, dynamic call recording, and callbacks. Customers can initiate contact with agents via live chat, free inbound Skype calls, toll-free inbound lines, as well as non-Skype traditional landline and email. Additionally, the OnState CallCenter is integrated with B4 Consulting’s customer relationship management system.
It is interesting to note B4’s observation that “most customer conversations begin with voice and evolve to other communication modes, principally chat.” And once communications with their customers have commenced, live chat is the favored communications mode. All customer contact, conversations, email, and chat exchanges are easily recorded in B4 Consulting’s CRM system for historical reference.
Two quotes from the press release help to put this into perspective:
“To deliver technical support services on a global basis, B4 is leveraging nearly every feature within OnState’s portfolio of customer contact solutions,” said Pat Kelly, president and CEO of OnState. “And, they are using them in a completely integrated manner and sometimes simultaneously to deliver highly-responsive support services to their customers using SAP Business One.” Moreover, as call center and support portal functions are Skype-based and Web-enabled, support can be delivered from anywhere at anytime. Therefore, B4 Consulting’s support customers can rely on call center agents who are subject-matter experts in SAP Business One.
“When we launched our Application Management Services [AMS] for SAP Business One, we couldn’t afford the time and resources to establish a traditional call center – yet we wanted to provide premium, enterprise-level services on a global basis,” noted Frank Paetzold, vice president of delivery and AMS at B4 Consulting. “Establishing a sophisticated call center was quick, easy and affordable with OnState. The beauty of OnState, however, goes beyond affordability. Implementing OnState requires no server hardware or software and minimal agent-based client software installation. OnState eliminates barriers to communication, enabling us to give customers the freedom to decide how and when they want to communicate with us as well as the option for self-service through our online knowledge portal.”
OnState’s three executive team members each bring over 20 years’ experience with call center requirements. It is a prime example where, while Skype can provide the real-time conversation infrastructure, unique experience, knowledge and resources are required to deliver a full call center solution with both the connectivity infrastructure and back office functionality required to deliver a fully operational solution.
Tags: OnState, OnState Call Center, Unified Communications, Skype, B4 Consulting, SAP Business One, Pat Kelly, Frank Petzold, SAP, SAP Channel Partner
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