TeleVantage Customer Profiles

Monterey AgResources: Monterey AgResources is an agricultural chemical distributor based in Fresno, CA. Monterey AgResources was facing an aging phone system that they were quickly outgrowing. They turned to Datatech IT Solutions and Vertical TeleVantage to put together a system that was right for them. One of the biggest challenges was a remote warehouse. Previously, they could forward calls to this location, but employees there were not really part of the corporate phone system. These employees could not transfer calls back to the main office and could not call extensions at the main office directly. Through Datatech IT Solutions, Monterey implemented Voice over IP phones at the remote location as a part of a TeleVantage system at their main office. Now remote employees can benefit from having an extension on the corporate phone system. This also saves the cost of phone lines and per minute charges since all calls between locations are now placed over a data network instead of tying up a phone line. Also implemented for Monterey AgResources was the TeleVantage Contact Center for their customer service desk. With TeleVantage both the Contact Center and VoIP phones for a remote location were installed in small increments so costs were minimal compared to doing a complete VoIP phone system and implementing a large (or separate add-on) call center.

Deaf and Hard of Hearing Service Center, Inc: DHHSC is a non-profit organization in Fresno, CA that provides services to the deaf and hard of hearing community. They had a unique need that TeleVantage was the perfect fit for. Many on their staff are deaf, and their means of telecommunication is with TTY phones. These are phones that connect to a phone line like a standard phone. They are basically like a typewriter that sends text to another TTY phone. Because TeleVantage uses analog based extensions, we were able to plug these phones directly into the phone system and make them extensions. But that is just the first step. Other systems have analog ports also. The benefit with TeleVantage is the ability to have the operator take incoming TTY calls and transfer them to various staff members using the computer client. Since TTY phones are not PBX phones and are intended to be used on a stand alone phone line hey don't have features such as hold and transfer functionality, or even a flash key for that matter. With TeleVantage these functions are done through the computer client, which improved DHHSC's communications with clients.

Hallmark Insurance Associates, Inc: Hallmark Insurance Associates, Inc. is a Fresno based Insurance agency. They have utilized TeleVantage's powerful customization tools to implement call routing for inbound calls. Using the TeleVantage application programming interface, their in-house programmer designed routing for all incoming calls. Callers are identified and automatically routed to the last person they talked to or someone with the same skills that can help the caller. This means callers do not have to enter an extension, go through an operator or self-direct their call through an auto-attendant. Potential clients who have never called before are sent to an available agent who can start a new quote for them. This has reduced the need for calls to go through an operator and gets clients to the right person fast. TeleVantage has made Hallmark Insurance Associates, Inc. more efficient at serving their customers quickly and efficiently.