voip business telephone systems

my name is bart miller and i'm the ceo andowner of centrinex. centrinex is a leading contact center provider for a number of differentindustries - for the federal government, for financial services, for seminar groups, forinbound customer service on complaint resolution, warranties, and other businesses like that. centrinex was founded in 2005. we startedwith ten employees and four clients. over the years we've grown up to 800 agents, servingover 30 clients. and we have three different call center facilities - two in kansas andone in san jose, costa rica. centrinex has a number of solutions that weuse with mitel. so we thought about - all right, what's happening - what are the trendsthat are happening in the industry? and so

we found web chat was available on a numberof different websites that it wasn't available on before. incorporating that into the mitelsystem allowed us to be able to put all of those different pieces together. we understoodfrom there that consumers were moving to a more multimedia platform, rather than justa single-source platform - a phone call. one of the things that that's helped us outimmensely is allowing our agents to take a phone call, do a web chat, and do two emailsat the same time. it increases utilization exponentially. it allows my agents to do anumber of tasks at the same time and make sure that they're working as hard as theycan all day. a phone call that would take a minute anda half is now taking a response of ten or

fifteen seconds, and they can move on to thenext call. and it also increases the customer experience because they're getting the responsethat they want as quickly as they want it and then able to move on. if we can do thatfor our clients and the end users, it allows us to do more work for them in less time.and so in less time means that they get charged less money. so we can provide a much largerservice - a much broader service than we've ever been able to give to them - but we cando it at a fraction of the cost with much, much less people. workforce management has always been an issuefor us. it's all based on historical data that we can input from our phone reportingto find out based on the trends over the past

two, three, even four years - this is whatyou're going to need for this period of time. and it also allows us to forecast, so we cansee what - not only what we need tomorrow, but what we need next month. what do we needin december? what do we need next year? it provides all of these different pieces forus to be able to hire people, not a week in advance, but three months in advance. in moving from 300 to 900 employees, the mitelsolution has been able to scale with us easily throughout that entire process. each timewe grew, each time we added more agents, each time we added more phone lines, each timewe added more volume to the system - mitel had a solution for us. mitel was able to providefor us everything that we needed to move to

that next level. and they've continued todo it over the years, and it's been 10 years and each time it's happened, they've risento the occasion. mitel has been a great partner for me forthe past 10 years. it's an easy decision for me now to want to grow to 1,000 people, 2,000agents, 4,000 agents, four states, five countries. with the mitel solution that we have, we knowwe'll be able to grow in it.