Conference Call Savings

Why did Mass High Tech recently name OnState Communications among the ‘Five you should follow’ companies?  Providing call center solutions to companies is big business, and when you virtualize call centers with a pure software solution, you’ve got something revolutionary, and worth following.

The vast majority of businesses need employees that are ready to answer calls from customers. However, setting up the infrastructure required, training agents, staffing and arranging protocols for effective call handling is very costly. Most corporations do not have the in-house talent necessary to handle such onerous undertakings. And even if they do, all effective organization are seeking to cut costs.

Burlington, Massachusetts-based OnState is quickly gaining recognition as a leader in the highly competitive call center solutions industry because its “virtual call center” model obviates the need for the most expensive components of traditional call centers–hardware and the associated overhead costs and CAPEX investments that accompany it. And indeed, any solution that helps businesses save as much as 70 percent off their call center costs with no upfront, CAPEX-intensive investment is going to get noticed.

But how can OnState deliver such returns?  Simple–the firm’s virtual call center solution provides a 100 percent web-based SaaS (software as a service) application that requires no hardware or software installation.  OnState’s virtual call center solution is device neutral and based in the cloud to eliminate the need for expensive infrastructure. The solution also ties traditional, premise-based PBX systems together, making it easy to manage multiple teams and offices from one simple-to-use platform.

OnState allows customer service agents and other employees to be contacted anytime, anywhere with a full host of communications devices including landlines, VoIP/SIP, cellular, Instant Messaging (IM), Skype, Google, and e-mail. Queries are quickly routed to an available agent that the OnState system identifies as having the most expertise in the customer’s area of need.  OnState’s virtual solution works with VoIP services, Skype, GoogleTalk, SIP-based systems, GoogleApps, SalesForce.com and others.

“Companies adopt our solution because it can significantly lower their costs while helping to ensure that the right customer is connected to the right resource at the right time,” said OnState CEO Pat Kelly.  “They also appreciate that they only pay for what they use, which gives them the flexibility to scale up or down easily according to need.”

No upgrades.  No additional modules to install.  No consultants.  No IT infrastructure.  Pay only for what you use.  It’s no wonder OnState has virtually become the call center solutions industry leader seemingly overnight.