Personalized Service, Flexibility Named as Key Factors in
CARTHAGE, Mo., July 26, 2012 (GLOBE NEWSWIRE) -- Windstream Corp.
(Nasdaq:WIN) announced today that it has been selected by NeoVox Global
to implement a state-of-the-art contact center at NeoVox's new
headquarters in Carthage, Mo. The 180-seat center, featuring Avaya
Aura(R) call center technology, is designed to handle thousands of
inbound multimedia communications every day for Fortune 100 companies,
including traditional voice, but also web-based chat, email, IM, even
SMS text messages.
NeoVox is focused on building what it calls "a new model of excellence
in live and automated customer contact services." NeoVox officials said
they chose Windstream because of its dedication to personalized service
and flexibility in helping NeoVox meet its clients' needs…traits
they said mirror their own approach to business.
"Our representative from Windstream's Integrated Solutions Group (ISG)
kept us up-to-date regarding every step of the process," said Will
Westmoreland, NeoVox Global's vice president of sales. "Windstream's
contact center practice team helped design, support and install our
solution. They've also taken the time to help us adapt our system as we
grow. As we've recruited clients who have specific needs, our
Windstream representative takes our business plan and tweaks it to
provide the different technological features we need."
Windstream recognized that NeoVox Global needed a contact center
platform that provided a full range of services, concurrent with its
corporate vision. By recommending the Avaya Aura(R) platform,
Windstream provided NeoVox with an innovative and cost-effective
multimedia communications infrastructure that integrates current and
emerging investments in voice, video, real time collaboration and more,
with the ability to scale as its needs evolve.
Windstream provides a full suite of communications systems solutions
from traditional voice systems to fully integrated IP telephony
platforms to meet the needs of any business. Windstream also offers
data, voice,networking and cloud solutions, as well as managed services
to businesses nationwide.
The combination of Windstream's commitment to service and smart
technology has enabled NeoVox to implement a call tree operation that
has improved productivity. "Using Avaya technology from Windstream, we
built a call tree for one of our clients that better routed incoming
calls to specific reps and reduced call times," said Brian Malcolm,
NeoVox's vice president of operations. "By doing that, we've been able
to almost double our efficiency. We are taking more calls and spending
less time on each one. "
Westmoreland said NeoVox was looking for a vendor to be their trusted
adviser. "We needed a company that would help us choose the right
technology, and would stand behind both it and us," he said. "We found
it in Windstream."
NeoVox has demonstrated its commitment to the Carthage community
following last year's deadly tornado in nearby Joplin, Mo., that killed
161 people and decimated large portions of the city. As Joplin
continues to recover from last year's tornado, NeoVox has emerged as a
major employer in the city. Windstream is already working with the
company on a planned expansion of services to its Carthage contact
center, including predictive dialing and network carrier services, with
Windstream Corp. (Nasdaq:WIN) is a leading provider of advanced network
communications, including cloud computing and managed services, to
businesses nationwide. The company also offers broadband, phone and
digital TV services to consumers primarily in rural areas. Windstream
has more than $6 billion in annual revenues and is listed on the S&P
500 index. For more information, visit www.windstream.com.
The Windstream Corporation logo is available at
CONTACT: Media Contact:
Alice Hartnett, 704-887-0327