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officelink2000.com
CPS San Antonio Chooses OfficeLink 2000 – Customer Service Agents to Work from Home
Teltone to Provide Easy-to-Use, Scalable Solution
BOTHELL, Wash. - Teltone Corporation, a leading provider of software-based telecommuting solutions, announced today that City Public Service (CPS) of San Antonio, TX, has successfully implemented OfficeLink 2000 as their technology solution for connecting agents working from home or from a remote office to the primary customer contact center. The complete system will allow up to 96 remote agents to connect seamlessly to CPS's new automatic call distributor (ACD) provided by Lucent Technologies. By deploying OfficeLink 2000, CPS's remote Customer Service Representatives have access to the same familiar business phone functionality as the Customer Service Representatives working in the call center, ensuring that San Antonio residents are provided first quality customer care.
Initiating a home agent program in 1994, CPS has used a variety of technologies to provide the Customer Service Representatives with "voice" capabilities. Since the recent implementation of OfficeLink 2000, CPS is starting with approximately 20 representatives working from home 3 days a week, and anticipates adding up to 40 more (11 of whom will be supervisors) to the system by the end of 1999. The program will provide remote representatives with the capability to dial into the customer service ACD and take calls the same way they do when working in the call center. Furthermore, call center supervisors will have the capability to work from home and monitor s/productivity and assist representatives the same way they do when working in-center. Remote representatives will be working with San Antonio's personal residents and businesses that call into CPS for assistance setting up new service, disconnecting/transferring existing service and troubleshooting service issues.
Sandra Higginbotham, Customer Contact Director, along with a hard-working team of employees from the Customer and Energy Services Division and the Information and Communications Services Division, has worked hard to plan the program and select the right technology for the application. Ms. Higginbotham explained, "OfficeLink 2000 is the solution that meets our requirements for reliability, scalability, and reasonable cost. Using a software-based solution provides the added benefit of remote support and 'upgradability', something that wasn't available with a hardware-based product." OfficeLink 2000 is an IP-based remote agent solution compatible with digital ACD/PBX's from Lucent Technologies, Siemens and Nortel Networks. OfficeLink 2000 provides seamless connectivity to existing ACD call management systems and reports, and extends of the features and functionality of a call center agent's digital phoneset to any IP-connected, Windows PC. Toll-quality voice connectivity is guaranteed via a circuit-switched voice path to the remote agent's desktop. |
