23 September 2008

LOS ANGELES — Crusecom, a Michigan-based outsourcing call center, is saving more than $250,000 annually with PBXtra Call Center from Fonality®, a leading provider of open source unified communication systems for businesses. Fonality’s call center system has helped Crusecom attain rapid growth and a reputation as a leading-edge call center facility. The dramatic savings Crusecom has achieved from its PBXtra Call Center deployment have enabled the company to invest in a new 14,000 square foot call center facility that will house up to 150 call center agents.

“Fonality and PBXtra Call Center made our whole business model of providing cost effective, outsourced onshore call centers possible. They have delivered remarkable business benefits to our company,” said Art Cruse CEO at Crusecom. “When we bought our Fonality system, it was 75 percent less than a comparable Avaya system. With Avaya, we would easily be paying an extra $250,000 per year in support, maintenance and hardware costs, which would directly impact our bottom line and limit our growth capabilities.”

Crusecom provides 24x7x365 call center operations to state agencies and companies that want to keep call center operations in the U.S. but cannot afford the high costs of urban call centers. Since deploying PBXtra Call Center in 2007, the company has expanded its customer base, added 50 new call center agents and increased inbound call volumes.

“PBXtra Call Center is amazing - the more calls we get the more money we save,” Cruse continued. “We’ve been able to reinvest these cost savings in our company and grow our business very rapidly.”

By leveraging web-based reporting capabilities in PBXtra Call Center and other technology developed in-house, Crusecom is the only electronic benefits transfer (EBT) call center in the country that is offering customers real-time, web-based service level agreement reporting. In addition to the $250,000 he is already saving with Fonality, Cruse estimates that this real-time, self-service reporting functionality saves his company eight to 16 man hours every day, or $50,000 to $100,000 annually, while providing customers with better service and support.

“Gone are the days of the cumbersome, big-iron call center oligopoly. Crusecom is a perfect example of why there is a changing of the guard in the call center market as companies rapidly adopt more agile technologies like PBXtra Call Center,” said Chris Lyman CEO of Fonality. “Small and mid-size call centers need affordable, flexible phone systems with solid service agreements that allow them to grow rapidly. Fonality is delivering on these requirements and is constantly innovating with newer advanced technologies.”

Fonality

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