NBS, a fully integrated communication services provider, managed services provider and telecom reseller, recently implemented for Spot On Networks, of New Haven, CT, a comprehensive solution for their call center operations. NBS has a history of supporting call center applications with its integrated set of Internet based administrative tools for call centers known as the NBS VoICE Manager. VoICE Manager incorporates 5 valuable web based systems into its administrative portal giving companies the power to dictate the direction of inbound communications. The NBS VoICE Manager Console, Call Flow Manager, Queue Manager, Sound Manager and CDR Tool provide advanced call handling, routing, call recording and reporting functionality.
NBS customer, Spot On Networks, a WISP providing managed Wi-Fi and other wireless connectivity, had a specific set of requirements for calls coming into their customer service center and other parts of the company. Don Robinson, the company's Director of Operations was looking for a VoIP provider that could answer specific questions on the technical capabilities of their system as well as details on price and functionality. "We had some very specific needs" said Mr. Robinson, explaining that they "needed an ACD system for incoming customer service calls, plus the ability to pull call statistics for staffing and training purposes, as well as a full auto attendant with the option to use a live receptionist, depending on the time and circumstances."
In addition to providing telecom services, NBS had the PBX, interconnect and call center expertise to deliver the custom tailored call center solution Spot On was seeking. "There is no one-size-fits-all, cookie cutter solution in our experience" stated NBS president Russell Markman. "Each company communicates differently and needs to manage their call flow in unique ways" he added. This philosophy permeates NBS’s design of customer solutions, whether hosted voice, sip trunking, managed networks or voice and data connectivity. "We pride ourselves on our ability to deliver custom-built services that are the best fit for that particular customer’s application" he added.
Developing its own hosted voice platform gives NBS the ability to work with their customers to provide additional functionality specific to their business needs. With its own team of in-house software developers, NBS has the capability of swiftly responding to end-user requests for new and innovative tools and features. "NBS has the ability to write their own code if necessary" Mr. Robinson stated. "The NBS approach was to fit their system to satisfy our needs and not the other way around" he added. Spot On implemented the NBS VoICE hosted solution, utilizing Polycom IP desk and conference phones. With very affordable per seat pricing and access to the VoICE Manager administrative portal, the company found an economical solution that fit perfectly with the requirements they laid out in the beginning of their search. Mr. Robinson reported that the installation process was quick and painless and that he was extremely satisfied with the results. "We have been so happy with the NBS experience that we have recommended them to other companies" said Mr. Robinson.
About Spot On Networks
Spot On Networks is a Wireless Internet Service Provider [WISP] providing cost effective managed Wi-Fi in medium to large multi-family properties and commercial common areas. For the last five years, the company has contracted with residential property developers throughout the US to provide managed High-Speed Wireless Internet Access in residential multi-family dwelling complexes encompassing nearly 30,000 residential units. They currently have networks deployed in properties in AZ, CA, CT, DC, FL, IL, MA, MD, NC, NY, NJ, OR, PA, SC, VA, WA and TX.
Founded in 1984, NBS provides a wide variety of voice, data, and internet services to a diverse customer base that includes residential, small business, and large corporate clients. NBS interfaces with several major carriers including AT&T, Verizon, Qwest, Covad, Level 3 and Paetec. The company has also deployed their Voice over Internet Communications Exchange (VoICE), a full featured VoIP platform which provides hosted and trunk replacement services to wholesale, commercial, and residential customers nation-wide. These unique capabilities allow NBS to mix various services from multiple carriers and to provide unified communications and a one-stop-shop approach to all varieties of telecom solutions.