SOURCE: PanTerra Networks

August 06, 2008 06:00 ET

PanTerra Networks Announces SaaS On-Demand Virtual Call Center

WorkSuite™ Call Center Delivers a New Level of Excellence for Customer Service, Technical Support and Agent-Supervisor Communications

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.

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