UroMed, a U.S.-based national provider of healthcare products, recently implemented the Amcat soft IP PBX solution. According to Jim Weatherford, UroMed president, “Our customers are more demanding than ever. Because of tools such as the Internet, our customers have more freedom of choice and consumer information than ever before.

They expect and deserve excellent service. We, at UroMed, believe that empowering our employees to meet the increasing demands of our customers is the way we are going to continue to outperform in our industry. We are already seeing improved levels of service, more motivated employees and better profitability with the Amcat solution.”

Mr. Weatherford continues, “We were initially looking at implementing a traditional PBX, but when we saw the flexibility and value of the Amcat solution providing soft IP PBX capabilities along with powerful customer contact functions, we knew Amcat was the correct decision. The soft IP PBX is the lynch pin of our customer contact operations as it extends customer service to all our employees and leverages the resources of our many knowledgeable people.”

Amcat CEO Mike Rohleder commented, “In the past, companies often relegated customer service to a specific team of people, often in a single location. Historically it’s been difficult or impossible to provide a seamless service experience for the customer because poor processes and expensive, inflexible technology required the customer to call back or needlessly repeat information”.

“Amcat is extending the boundaries of what is possible for businesses today by integrating a software-based IP-PBX into our contact centre solutions. We recognise that the customer experience should not be “handled” by a contact centre silo. Our aim is to turn the entire enterprise into “the contact centre” making it more likely that a customer’s request will be resolved on the first call. The goodwill created by this enterprise-wide capability will drive the customer satisfaction ratings through the roof, create more referral customers and deliver huge bottom line profits.”

He concluded, “Amcat does two things really well. We help improve customer attitudes and increase customer-spend through better service. And, we do it in a way that keeps all constituents (customer, employee, and management) delighted with the process and the result. Amcat’s mission is to deliver enterprise contact centre solutions that ensure the prosperity of your company, one customer at a time.”

The IP-based soft PBX customer contact platform provides a technology environment where each customer contact is intelligent and productive thereby increasing employee moral and customer satisfaction. The Amcat IP customer contact platform ensures that companies focus and align their entire organisation around customer care, providing better service at lower cost. As a result, companies profit from increased customer acquisition and retention metrics, and ultimately, more revenue and profit.

The new functionality will offer the following business and technological benefits:

· Provides a unified face to the customer

· IP-based

· Increases employee satisfaction/well-being & reduced turnover

· Provides infrastructure that supports customer care

· Increases productivity, efficiency and professionalism

· Comprehensive, total capabilities from an All-in-One customer contact platform

· Built-in flexibility to meet any company’s specific contact requirements

· Field configurable for fast implementation and modification

· Supports a distributed environment

· Provides multiple communication channels and media (integrated)

Source: Amcat