Aargon Collection Agency Selects Envox 6
WESTBOROUGH, Mass. - Aargon Collection Agency selected Envox Worldwide's Envox 6, the company's communications development platform, to create interactive voice response (IVR) and call center management solutions which will enable ACA to better serve their electric, gas and water utility customers.
Aargon provides clients with collections services designed to bring their clients return on their outstanding receivables. To improve the caller experience and reduce the costs of their phone-based business, they required a new call center solution that would:
· Integrate their four existing call centers into one virtual call center
· Enable them to use a VoIP network to reduce phone charges
· Minimize call wait time and expand service hours
· Maximize agent productivity
· Provide self-service options for callers
· Handle both inbound calls and outbound dialing campaigns
The Aargon Collection Agency decided to create a VoIP-based call center using the Envox 6 Communications Development Platform. Their solution included a software-based PBX, IVR, predictive dialer, routing and agent desktop application. The company leveraged Envox Studio, Envox 6's development environment, to create this functionality.
Envox 6 is an communications development platform with integrated application development and management components for creating voice solutions. Envox 6 provides a bridge between legacy systems and new voice solutions, allowing customers to leverage prior investments in hardware, software and solution development, while migrating to new standards and emerging technologies. Using Envox 6, developers are able to create a range of voice solutions through support for new standards and technologies, such as VoiceXML, speech recognition, VoIP and Web services.
Aargon's Envox-based call centers currently place more than 5,000 outbound calls per hour and handle over 4,000 inbound transactions per week.
"Our Envox-based solution has proven to be extremely reliable," said Steve Boyce, MIS director of Aargon. "Envox 6 provides the power and scalability we required for our IP call center, especially when it came to handling distributed call centers. Envox 6 has given us the speed and flexibility to move our operations to an IP infrastructure."