Aerospace Products and Oregon Society of CPAs Select TeleVantage IP-PBX and Contact Center

TeleVantage is a feature-rich, software-based solution that combines an innovative IP-PBX with a suite of high-value voice applications, including unified messaging, personalized call-handling rules, comprehensive call recording and a robust contact center. TeleVantage also features ViewPoint, an award-winning graphical user interface that increases employee effectiveness by providing access to hundreds of phone system features through an intuitive, Web- or Windows®-based environment.

Aerospace Products, (API) a wholly-owned subsidiary of First Aviation Services, Inc. (NASDAQ: FAVS), is the aviation industry’s leading provider of parts and innovative distribution and supply chain management solutions. In order to optimize its record-of-service to aircraft operators, manufacturers and MRO providers, API turned to Vertical’s TeleVantage 7 to handle and route 150-200 international inbound calls per hour for its global order entry system.

According to Greg Myers, senior customer service manager at API, “TeleVantage allows API to be the most effective contact center I’ve ever worked with. It lets our agents handle 95% of our customers’ calls within 30 seconds or less, exceeding industry benchmarks.” He added, “Its flexibility allows us to enhance our order entry system to accommodate customers’ unique purchasing needs. For instance, we use TeleVantage’s Call Classifier to identify calls from our top tier customers and intelligently route these calls to the appropriate agent.” As an industry veteran of IP contact centers, Myers also appreciates the value that TeleVantage’s Windows-based interface, ViewPoint, brings to the company’s international contact centers. “ViewPoint allows me to see a dynamic real-time view of everything that’s going on in the center,” he said. “At the same time, ViewPoint’s ease-of-use lets agents intuitively drag and drop calls to transfer or conference, point and click to call contacts, or listen to voice mail,” he noted.

The Oregon Society of CPAs is a professional membership organization with more than 4,600 members and seven local service areas statewide. According to Phyllis Barker, the Society’s vice president of administration and finance, increasing operational efficiency and staff productivity helps the Society provide better service for its diverse membership.

The Society selected TeleVantage 7 because of its ease-of-use and cost savings. Barker also emphasized the merits of ViewPoint, which enable the staff to point and click to play voice messages, place and receive calls, manage multiple active calls, access contacts, and allow users to see each other’s availability in a Windows-based interface. She said, “ViewPoint allows our staff to respond more professionally to ensure the desired customer service experience for our members.” As a non-profit looking to reduce costs, the Society also employs TeleVantage’s Direct Inward Dialing (DID) feature, which allows members to dial a staff number directly thereby bypassing an auto-attendant. DID also eliminates the number of phone lines the Society leases resulting in additional savings .

“TeleVantage’s functionality is the engine behind increased productivity and improved customer service for many businesses,” said Dick Anderson, executive vice president and general manager of Vertical Communications. "TeleVantage provides companies of all sizes with a competitive edge by converting their telephone system into a powerful business tool."