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ILD Upgrades Infrastructure

ILD Telecommunications Inc. (Booth 728), a provider of business process outsourcing and conferencing solutions, has implemented an enhanced operator services platform, providing ILD the ability to accept and manage various types of customer service and operator support calls through its IP-based call centers in San Antonio and Atlanta.

This new application provides us the enhancements necessary to handle our clients business more efficiently through features like skill-based routing, multiple validation paths, distributed call center models, improved fraud protection and improved reporting, says Dennis Stoutenburgh, president and COO at ILD.

The Windows-based EOS platform provides support for a new variety of IP-enabled applications, including directory assistance, local and long-distance calling, operator-assisted, worldwide post-paid calling cards and seamless call transfer. The company says customers will in turn receive greater detail to manage their business accurately in real time.

As we planned for the long-term future of our Outsourced Services division (formerly Operator Services), it became clear that in order for ILD and our clients to collectively take advantage of future opportunities, we would need to upgrade our current operating platform, says Stoutenburgh. We researched a number of solutions and decided upon a hardware platform and software solution that we trust will provide us immense flexibility for both service creation and operating efficiency, while also offering connectivity options not readily available with our current platform.

ILD, which tackles the business process outsourcing market by combining billing, conferencing and call center services with best business practices and customer delivery, wanted to provide greater capabilities for tracking and processing calls. The beauty of the new ILD platform is the efficiency associated with data extraction, says Don Scribner, senior vice president at ILD.


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