Case Study
NBS VoICE utilized in a Call Center Application
SPOT ON NETWORKS
COMPANY PROFILE
NBS is a fully-integrated telecommunications service provider.
NBS Services include:
- Local and long distance voice
- Data and broadband connectivity (T1, DS3, Frame, MPLS, Ethernet, etc.)
- Hosted and IP trunking voice solutions for commercial and residential
customers
- Managed network solutions (monitoring and equipment)
- Integrated voice and data systems and related network devices
Spot On Networks is a Wireless Internet Service Provider [WISP] providing managed Wi-Fi in medium to large residential multifamily properties and commercial common areas. Spot On Networks provides very cost effective, secure, high-speed wireless internet access and managed telecommunications services to residential and commercial properties.
Don Robinson, Director of Network Operations for Spot On Networks, was tasked with migrating Spot On Networks from its existing voice service provider to a new service provider.
Don had already analyzed over a half dozen different hosted service providers by the time he contacted NBS. Thus, he had an understanding of what he did and did not want. Don explains, “I put it out there that I did not want a sales pitch, I wanted specific answers to very specific and fundamental questions regarding what they (NBS) could offer and at what price. I needed someone technical who could talk the talk to me”.
CUSTOMER NEEDS
“We had some very specific needs,” said Don. “We required an ACD system to handle incoming calls made to our customer service center and also handle calls from different segments within our company. We also needed the ability to pull call statistics for staffing levels and training. We wanted to have an auto attendant answer calls and have the option to go to a live receptionist with auto attendant at night. We also wanted additional functionality so that when the live attendant is not available, we would be able to roll over to full auto attendant”
NBS’ STRENGTH AND DIFFERENTIATORS
NBS has a rich history in supporting call center applications. One of the many call center management tools they offer is called the NBS VoICE Manager. This integrated set of web based administrative portals offers advanced call handling, routing, recording and reporting functionality. These tools give customers the power to dictate the direction of their inbound communications in very specific and inventive ways. Additionally, NBS has experience in the PBX and interconnect industries, as well as actual hands on experience in equipment and service installation within the call center market. This background and understanding of a call center customer’s needs differentiates NBS from other hosted providers that simply want to sell their “cookie cutter” hosted voice solution regardless of unique customer needs and requirements. As Don points out: “NBS has the ability to augment and write their own code if necessary. Their approach was one of how they could fit their system to satisfy our needs and not the other way around.”
NBS’s independence from a third party platform can not be overstated. Most hosted providers are utilizing a third party platform (e.g. Broadsoft (Sylantro), Metaswitch, and Cisco). When an end user approaches the typical hosted provider with a request for new or expanded functionality, the hosted provider has to get on the development queue at the underlying platform provider. NBS avoids this by having its own team of software developers in house. The NBS VoICE platform meshes development independence and advanced functionality with NBS’s ability to understand the language of PBX and call center customers. This combination of skill sets and platform functionality affects an array of benefits that other hosted providers simply can not deliver.
INSTALLATION
NBS, regardless of service or application, strives to work with the customer in making installations as seamless and painless as possible. This practice is illustrated by Don’s description of the installation of NBS VoICE solution at Spot On Networks: “I provided to NBS a spreadsheet of all phones to be cut over, floor location and type of phone, along with all addresses of home users and the office for the E911 data base information. All of our phones now work off of standard Power Over Ethernet switches, which is so much better than having power cords everywhere. Spot On provided the switches while NBS provided the phones as part of their service. NBS worked with me to plan a cut over that fit my schedule. They met me at Spot On’s offices at 6:30 AM, cut over at 7:00 AM and within 20 minutes the new NBS system was fully operational!”
Another important component of Don’s experience with NBS stems from the fact that NBS is a full service telecommunications company with a strong focus on customer service. In Spot On Networks’ case, this was relevant because NBS spearheaded the installation of the new hosted phone system and also coordinated the delivery of an internet T-1 and the porting of phone numbers from Spot On Networks’ previous provider. A customer needs to take into account not only a telecom provider's flexibility and pricing, but also their expertise. NBS has a track record of exemplary customer service, vast telecom experience and attractive value propositions.
CUSTOMER EXPERIENCE
“We had one issue at our CEO's house and NBS sent a tech out to his house and corrected the issue,” explains Don. “That situation speaks to NBS’s commitment to its customers. We have been so happy with the NBS experience that we have recommended NBS to other companies. The first step I took with NBS was a webinar demo which gave me a great overview of their portal functionality and reporting functions. It took about 20 minutes and I had a chance to ask in depth questions about what they could do for my company. I would highly recommend taking that first step for anyone evaluating hosted voice providers or even those looking to upgrade their onsite hardware.”
PRODUCTS AND SERVICES USED TO IMPLEMENT SOLUTION
SERVICE:
- NBS Hosted VoICE
- NBS VoICE Manager
- Connectivity
EQUIPMENT:
- Polycom IP 450 Phones
- Polycom IP 650 6-Line Executive Phones
- Polycom IP 7000 Conference Phone
Download Case Study (PDF)
 Contact Us |
