Switchvox IP PBX Supports Customer Service Operations
A publicly traded gaming company with registered players in Canada and Europe was growing, adding new players each day. To handle the volume of customer service calls, the company decided to expand its call center in San Jose, Costa Rica. This location already relied on DOW Networks for international services, including a hosted Asterisk PBX solution, softphones and international toll free numbers. For local calls, the company had a separate system with four traditional lines connected to analog phones. The customer was very satisfied with the services and support received, so it looked to DOW Networks for a recommendation on a new business phone system that could handle both international and local phone calls. DOW Networks recommended Switchvox IP PBX.
Switchvox is Digium's family of voice over IP (VoIP) phone systems for small and medium businesses. Switchvox systems are designed to be easy to use, feature-rich, and cost less than a traditional PBX solution.
DOW Networks installed a Switchvox appliance with a small and medium business (SMB) software bundle that offered a broad range of advanced call features and unified communications functionality, including a conference bridge, chat/instant messaging server and fax server. The solution provided the customer with tools to help improve call center productivity, including live monitoring of calls, agents and queues and historical reports on call traffic and operational performance.
To eliminate the need for a separate platform for local calls, DOW Networks loaded the Switchvox hardware with a Digium foreign exchange office (FXO) card to handle four local PSTN lines. Because the new IP PBX could process international and local calls, DOW Networks was able to replace the customer's analog telephones with advanced IP phones from Polycom. The new solution also included an IAX (inter Asterisk exchange) trunk to connect the IP PBX to DOW Networks for outbound international calling and monthly maintenance and support.
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