iboats.com selects UCN for call center management

DRAPER, Utah – iboats, Inc. has selected UCN’s call center management/contact handling software solution, for its 15-person call center, UCN reported in a statement today.

iboats.com, an independently owned company, operates a Web site for boat sales, supplies and accessories. iboats was operating with a traditional, small-business PBX system without advanced call handling capabilities, such as interactive voice response (IVR) or automatic call distribution (ACD), according to UNC. During peak boating season, the company receives well over 1,000 calls on Mondays, overwhelming the company’s ability to answer each call.

“We knew we immediately needed to upgrade our call center system,” said iboats Co-Founder and Senior Vice President Bruno Vassel IV.

Peak volume days were three to four times higher than average volume days. The acquisition of a traditional hardware-based PBX system was an issue for iboats due to the large, upfront capital expenditure. UCN offered an alternative.

“One of the features that really helped us to decide in favor of UCN,” said Vassel, “was the software’s advanced call back capabilities. If a customer on hold hangs up, we don’t lose them as we did before. The system captures their number, adds that number to the call queue, then one of our agents calls the customer back. No caller is ever missed. Equally important, the company can handle its own ongoing maintenance requirements.”

iboats’ own programmers will be taught to modify the software using the UCN rapid application development tool eliminating the need to rely on expensive outside expertise every time a change is needed in the call flow application, the company reported.

UNC is a division of contact center software application provider Buyers United, Inc. (OTC Bulletin Board: BYRS).

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