UCN Inc. (Booth 809), announces Seaside Vacations of North Carolina has implemented the UCN inContact call-handling suite of applications to unify its four business offices.
Seaside Vacations, founded in 1990 and headquartered in Kitty Hawk, N.C., operates four realty offices in North Carolina, managing more than 324 vacation homes in the Outer Banks area. Prior to implementing the UCN solution, Seaside outsourced its inbound calls to a call center service. Gordon Jones, president of Seaside Realty, wanted to bring that function in-house.
With the UCN inContact solution, we were able to supplement our existing Nortel PBX with inContact ACD capabilities, manage our on-hold calls in the network, and route inbound calls to specific functional groups, Jones says.
Seaside designed its system so that 25 toll-free numbers routed to specific skill groups, such as new reservations, existing reservations or property owner services.
The inefficiencies of our old PBX and hunt group technology kept us from effectively handling our call volume and prevented us from sending calls to at-home workers, Jones explains. Today we have a much lower abandonment rate, shorter hold times, and quicker response times because calls are routed to the next available individual within that skills group, no matter where that person is located at home or at one of our four offices.
Corran Ashby, business development executive with MABC, a systems integration firm and UCN Sales Partner that supports Seaside, says, We started coding the solution on Monday, finished it on Tuesday, tested it on Wednesday and Thursday and implemented it on Friday. In one business week, we had Seaside up and running.
They took 758 calls during a three-day period shortly after the system went live. If we had tried to build this solution using traditional, PBX equipment, it would have taken three weeks or more to bring this application up. Because the inContact application development tool is considerably less complicated than that which comes with a PBX, building new applications in inContact happens quickly.