News : Fibernetics Selects Telax’s Metaswitch Integrated Contact Center Solution
Toronto, Ontario, June 27, 2012 -- Telax Hosted Call Center, a provider in contact center technology, today announced a partnership with Fibernetics Corporation, a local exchange carrier that focuses on VoIP products and services. Fibernetics chose Telax after a diligent RFP process organized by the Taylor Reach Group, which outlined Fibernetics’ desire to replace its existing Automatic Call Distribution System(ACD).
Dialogue between the two companies reached its pinnacle at the 2011 Metaswitch Forum. Fibernetics was looking for a contact center solution that would complement their rapid growth. It needed an infrastructure that could adapt and grow at the same rate as its business. Telax provides a robust solution that can adapt to the needs of companies of any size, which was a key factor in Fibernetics’ decision.
"We were already doing business with Fibernetics so we were familiar with them and we knew we would be a good fit," said Mario Perez, President of Telax, "but the RFP process allowed us to outline what we can do to make sure this partnership was a good match. We are very pleased Fibernetics selected us."
Outlined in Fibernetics’ RFP was the desire to consolidate their operations into one geo-redundant contact center using their Metaswitch as the backbone. Telax’s flexibility and extensive experience with Metaswitch partners allows it to provide the functionality necessary to meet Fibernetics’ demands now and in the future without needing to make any fundamental changes to Fibernetics’ existing infrastructure. Fibernetics uses a proprietary Digital PBX, a versatile platform that is able to integrate with the Telax solution. Calls to Fibernetics’ agents now route through the Telax system and the local Digital PBX.
Fibernetics, whose coast-to-coast network and customer care center supports the recently launched Dell Voice app for iPhones and Android phones, also wanted advanced reporting to measure the efficiency of their customer care. Telax’s customizable reporting system was a major factor in Fibernetics’ decision to chose Telax over the other companies involved in the competitive RFP process.
"Detailed reports are useful, but there is often too much information to sift though. Our customers run custom reports that give them the specific details they want," said Sam Sharkawy, VP of Channel Sales. "Detailed reports are supposed to increase agent productivity, but not at the cost of a manager’s productivity."
Posted by Veronica Silva Cusi, news correspondent
Published: Thursday, June 28, 2012
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