The Challenge. Because of the competitive nature of its business, Capario prides itself on customer service; it also fields dozens of calls each day. As such, contact center agents aim to answer every phone call within 60 seconds. “But our real goal is to answer all calls within two rings," said Joe Victorino, electronic data interchange manager for Capario. A major problem ensued, however, when one of the company’s two redundant cards in the phone system failed. When that happened, Capario risked a complete phone system outage. “We can’t afford to have it be offline," Victorino said. “We knew we needed … a more flexible, powerful system."
The Solution. Capario spent some time researching IP phone platforms and providers before landing on Smoothstone IP Communications, a Cisco-based unified communications and hosted VoIP provider. Smoothstone recommended that Capario completely revamp its phone system, starting with a move to hosted VoIP built on a Cisco backbone. The companies agreed to work together, so Smoothstone then brought in its proprietary Intelligent Call Control (ICC) hosted contact center platform to manage and optimize all of Capario’s inbound call traffic.
Smoothstone next installed T1 lines at Capario’s headquarters and used Capario’s existing MPLS network to connect to its other locations, while creating a redundant system for the phones. And speaking of phones, Capario needed to get rid of its old analog gear. So, Smoothstone replaced those handsets with 150 Cisco 7900 Series VoIP phones, for anytime/anywhere access as long as users have an Internet connection and a router.
The Results. The biggest difference for Capario has come in its reporting capabilities. The company now can run statistics as often or as seldom as it needs — daily, weekly or monthly. Just as important, managers also can check call answer times, since that is such a critical aspect of Capario’s business model. They further can examine call hold times and other key metrics to ensure that customer service goals are being met or exceeded. If a call isn’t answered, managers then can figure out why so they can address the issue. “They can look at how many people were available at that time, how many were on break or had changed their status to ‘unavailable’ and other factors," said Victorino. “If they see a pattern and an adjustment is required, they can quickly use ICC to prevent a repeat of that issue."