SOURCE: SOS (formerly Special Order Systems)

July 09, 2007 09:00 ET

SOS Client VEGAS.com Receives Best Technology Innovation Award at 2007 Best of the Best in Americas Contact Center World Awards Conference

SACRAMENTO, CA--(Marketwire - July 9, 2007) - SOS, a provider of advanced communications technology to call centers and small and midsize businesses, has helped VEGAS.com win the Best Technology Innovation Award at the Best of the Best in Americas Contact Center World Awards Conference in Orlando, Florida on June 5th, 2007.

As a gold medal winner of the 2007 World Finals, VEGAS.com will advance to the world finals, which take place in November 2007. Rob Cate, Director of Contact Center Operations, accepted the Gold award on behalf of VEGAS.com.

Fifty companies per category -- 600 hundred companies in all -- competed. The win indicates that VEGAS.com ranks first in the nation for a contact center's use of technology to enhance business performance and customer service.

VEGAS.com's presentation described contact center technology innovations that paid for themselves within 3 months while increasing customer satisfaction ratings and repeat business. The technology was implemented by Sacramento-based Special Order Systems (SOS) and developed by Interactive Intelligence, Inc.

"Our implementation of the complete suite from Interactive Intelligence and our implementation partner, Special Order Systems (SOS), won this award for us," said Cate. "Our customers can now contact agents any way they want -- through voice communication, fax, e-mail, voice messages, recordings and more, all through a single multimedia solution."

Since implementation, talk-interaction time and the number of agents has been cut by more than half. Yet revenue from the contact center has more than doubled, while increasing customer satisfaction ratings and repeat business. Now, before they even pick up a call, agents have customer information at their fingertips, including the name of the customer and purchase history.

"In deciding to adopt new technology, the goal was to have the smallest group of highest paid people in the industry," said Cate. "The technology used for this contact center exists everywhere in the industry. The difference between us and them is that we are using it."

The VEGAS.com contact center has become so efficient that it has begun handling incoming calls for nearby tourist attractions and for concierge desks at area hotels. Agents answer the calls with the name of the client, based on the incoming line.

The system also allows the contact center to efficiently deal with spikes in call volume. Some agents are outfitted with laptops at home. In the event of an influx in calls, managers contact agents at home and ask them to sign into the system, allowing agents to earn overtime without having to drive to the office.

"Thriving businesses like VEGAS.com want to interact with customers in multiple ways -- through inbound calls, web chats, and auto-email response -- and integrate with a customer relationship management application," said Gia McNutt, CEO of SOS. "There is more than one way to get that result, but often it takes a lot of boxes, different servers, and applications running on different operating systems. That creates a lot of hassle. Contact centers need to partner with an expert in contact center technology to help them develop a phased implementation resulting in a unified platform from a single management console."

About VEGAS.com

VEGAS.com is the largest city destination travel website in the world with extensive, constantly updated information and a full range of travel products including hotel rooms, air-hotel packages, show tickets, tours and golf. A state-of-the-art contact center provides customer support, expert information and sales 24 hours a day, 7 days a week, 365 days a year to complement the information on www.VEGAS.com and www.espanol.Vegas.com. VEGAS.com, through its Casino Travel & Tours unit, operates retail and concierge desks at more than 50 locations including the Palms, Paris, MGM Grand, Bally's, Mandalay Bay, Excalibur, New York-New York, Luxor and more. The company also offers a variety of excursions including city tours, the Hoover Dam and the Grand Canyon. VEGAS.com is a member of the Greenspun Family of Companies, privately owned and operating in Southern Nevada for more than 60 years.

About SOS

SOS helps organizations choose and use advanced communications technology to serve customers better, work smarter, and increase profits. SOS is a nationwide expert in voice and data solutions for business, including Voice over IP (VoIP). Since 1992, hundreds of businesses including Trader Joe's and VEGAS.com have chosen the SOS team for IP communications, call center technology, and network security solutions. Clients can experience 100% return on investment in 6 to 36 months from SOS's simple, smart, secure technology solutions.

SOS shares its expertise through 20 free tools at its website. Secrets of the Pros -- Benefits of IP and Multimedia in the Contact Center (http://www.team-sos.com/offers/ip-mm.cfm) is a free business brief for contact center managers.

SOS is headquartered near Sacramento, California. To learn more visit www.team-sos.com or call 916-632-8800 x 1711.

Contact Information

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