James River OBGYN Call Center with Estimated Hold Times
The Challenge:
James River OBGYN needed an integrated communications system to replace their 20 year old Panasonic phone system. They also needed significant technological enhancements to handle high call volume and streamline day-to-day operations. The solution had to be cost effective, reliable, and be capable of accommodating future growth.
The Solution:
A proven solution with strong support from a trusted dealer James River OBGYN replaced their 20 year old Panasonic PBX to a new Panasonic NCP1000 VOIP system with KX-TVA50 voicemail. Features included automatic call distribution, unified messaging, call center performance reports, in-queue messaging with estimated hold times, ISDN PRI, and emergency message notification.
Benefits:
- Call queuing distributes incoming call workload evenly amongst staff.
- Estimated hold time announcements let callers in queue "know where they stand".
- Hybrid IP PBX system provides low cost and reliable digital phones but allows for remote IP phones.
- Call center reports provide managers the data they need to manage staff performance.
- Rock solid Panasonic hardware running a telecom optimized operating system means years of low maintenance service for the customer.
System Reliability:
The reliability experienced with their first Panasonic system convinced the owner to purchase Panasonic again. Panasonic NCP systems are designed for quick and easy maintenance to keep downtime to an absolute minimum. The standard two-year warranty and optional 5 year extended factory warranty is a strong statement that the equipment is built to last.
Cost Efficiencies:
The popularity of Panasonic systems worldwide allow advanced features such as call center reporting and estimated hold time at a cost effective price. Panasonic's "no obsolescence" mission allows incremental upgrades of components in the future.
