SUNNYVALE, CA--(Marketwire - August 6, 2008) - PanTerra Networks (
www.panterranetworks.com),
a leading provider of on-demand unified communications services for small
and mid-sized businesses, today announced general availability of PanTerra
Networks
WorkSuite
Call Center, designed to empower SMBs with a new level of customer
service and technical support through resource virtualization, advanced
agent-supervisor quality tools, and the ability to handle higher volumes of
inbound calls.
"Inbound call centers traditionally have been a cost center for any
business due to large upfront investment and heavy loaded per call
expenses," said Arthur Chang, CEO of PanTerra Networks. "With a flexible
on-demand
SaaS solution,
like PanTerra's WorkSuite Call Center, companies can focus on their
customers and increase sales productivity and bottom-line profits, while
offering the best service and support which ultimately translates into
customer satisfaction and repeat business."
"We have seen PanTerra's solution bring reliability, efficiency and
flexibility," said Pam Crenshaw, CEO of Avalon Communications Group. "We
provide customer management services to our clients, which includes a
complete virtual call center. WorkSuite Call Center enables us to eliminate
all the hardware devices and our support team is able to work in their home
offices using the soft-phone and secure IM. PanTerra's call center solution
fully integrates with other applications and allows us to be extremely
effective. With little startup cost, we have already achieved tangible
ROI."
PanTerra's
virtual
call center enables organizations to better manage inbound calls by
quickly ensuring that all incoming calls are automatically routed to the
correct individual or department through simple and easy to setup automatic
call distribution groups. Supervisors are able to more effectively coach
virtual agents from anywhere at any time via silent listen, whisper or
barge-in modes available in the live call monitoring feature. Advanced call
center management functions provide visibility into call patterns, volumes,
client needs and service levels with real-time activity reporting.
Additionally, call recording functionality allows proof of transactions,
quality control and ensures that agents have the right scripts to best
answer customer questions and empower agents with up-selling potential.
"We are using 24 seats of WorkSuite Call Center for our inbound technical
support center and have found it to be extremely efficient and easy to
use," said Mike Moniz, Sr. System Administrator at Biolase Technology,
Inc., a public company manufacturing dentistry's #1 selling Waterlase YSGG
dental laser. "We receive several thousands of inbound calls per month and
the fact that PanTerra can quickly route calls allows us to quickly resolve
customer issues and achieve 100% turnaround. WorkSuite Call Center has made
us much more productive and able to provide a better support experience to
our customers."
PanTerra WorkSuite Call Center offers the following benefits:
-- Lower IT and management costs because the call center applications are
managed at PanTerra carrier-grade datacenters.
-- Predictable budgetary of monthly telecom bill with unlimited inbound
calls.
-- Increase productivity with live call monitoring to allow supervisors
the ability to effectively coach agents anywhere around the world with
silent listen, whisper and barge-in modes.
-- Visibility into call patterns, volumes, client needs and service
levels with real-time call center activity reporting.
-- Remote control and configure hunt groups and call routing plans via a
web interface at any time to allow calls to be routed to the most available
and appropriate agent.
-- Seamless integration with other PanTerra unified communications
applications including advanced business voice, web collaboration, instant
messaging and conferencing.
-- On-demand service with no hardware or software investment upfront,
scaling up or down according to business needs.
About PanTerra Networks
PanTerra Networks is a leading provider of on-demand unified communications
Software-as-a-Service (SaaS) solutions for small and medium sized
businesses. The Company's WorkSuites provide a complete set of
communication, collaboration, call center and messaging services including
unlimited voice, web meeting and conference, secure instant messaging,
multimedia conferencing, remote desktop sharing and ACD/call center
services delivered in a single easy to provision and easy to use and
administer interface. WorkSuites have the ability to tightly integrate with
other business applications like Salesforce automation, which makes it an
ideal productivity tool. PanTerra's WorkSuite on-demand services keep
capital investment low and align operating expense to business value.
WorkSuites are co-branded and re-sold exclusively through service
providers, distributors and resellers. The Company is headquartered in
Sunnyvale, California. For more information, visit
http://www.panterranetworks.com or call +1 408.702.2200.
Contact Information: Contact:
Ming Shao
Director of Marketing
PanTerra Networks, Inc.
+1 408.702.2233
http://www.panterranetworks.com