SOURCE: FreedomVOICE Systems

November 20, 2007 11:00 ET

FreedomVOICE Systems Uses Technology to Improve Client Service

ENCINITAS, CA--(Marketwire - November 20, 2007) - FreedomVOICE Systems, a licensed telecommunications carrier specializing in virtual office and hosted telephone solutions to support small businesses, uses its own unique technology products to guarantee a high standard for its client service function.

"Our tens of thousands of customers put a huge faith in our ability to help them maximize productivity using our systems," said Eric Thomas, CEO and founder. "If a customer has a problem or needs help, it's our job to take care of it effectively and completely. Two of our product features, Call Record and PodFone, give us the ability to easily review calls coming into our Client Services department without taking up normal work time."

According to Thomas, the issue was one of priority. Though he knew reviewing calls was an important quality assurance function, as soon as he arrived at his office, other, more urgent, matters took precedent. That's when he decided to use FreedomVOICE technology to solve the problem.

Thomas wanted a way to review calls as he commuted to and from the office, to maximize what normally would be idle time.

The solution was to combine Call Record, a feature previously available only on high end phone systems with PodFone, a new FreedomVOICE product tapping into the burgeoning podcasting revolution.

Call Record allows Thomas to select what Client Service extensions he wants recorded. To just review or archive calls this would have been enough. Users of Call Record can access FreedomVOICE's innovative WebLINK Personal Control Panel at any time to review recordings they make. Thomas made the recordings mobile by turning on PodFone on the WebLINK folder where the recordings were being stored. This instantly generated a podcast URL which he then copied to his iTunes interface to create a new podcast of Client Services recordings. He set the podcast to update every hour so he would not miss any calls. In the morning and again at the end of the day, he transfers the Client Services podcast files to his iPod.

"Then, as I drive, I simply plug the device into my car stereo and listen," he added. "When I get to work I can spend a few moments talking with Client Services reps to help them further refine their skills."

According to company officials, Client Service reps feel more confident in their phone skills and in their ability to offer superior customer service.

"Really being able to monitor calls has had two main benefits," said Thomas. "First is that our Client Services reps know their calls are being listened to. That alone makes an impact because anyone who feels they have an audience wants to perform better. Secondly, I've developed a great deal of know how related to effective listening, putting a customer first, using the right words to convey that attitude and providing effective solutions that as one Client Services rep put it, 'It's great that you can pass on that knowledge so we can all benefit.' Being able to use Call Record and PodFone in combination makes that possible."

About FreedomVOICE Systems

Founded in 1996, FreedomVOICE Systems (FVS) develops and markets a comprehensive slate of integrated virtual office tools that allow businesses and professional offices to interact more effectively with their customers, clients, patients and associates. FVS' feature-rich systems and flexible technology enable users to enhance their image, communicate seamlessly whether by voice, fax or email, track marketing effectiveness and promote their service by increasing their availability.

The company offers a wide array of products and services from 800-number toll free services to more advanced unified communications systems. For more information, please call 800-477-1477 or visit our web sites.

Contact Information

  • Contact:
    Bruce Bond
    FreedomVOICE Systems
    800-477-1477 ext. 822
    Email Contact