Suite of Services Enables AM3 to Grow Its Customer Base and Improve Call Center Performance
AUSTIN, TX–(Marketwired – Sep 16, 2013) – One Source Networks (OSN) announced today its partnership with Access Media 3, Inc. (AM3), supplying the company with cloud-based communications, such as Cloud PBX and SIP Trunking, to be deployed internally and to its customers.
AM3 is a rapidly growing triple-play provider of customized high-speed Internet, TV and voice services to multi-tenant residential properties across the United States, serving more than 600 properties in 20 states. The company was looking to grow its voice services business, but it required a provider that could meet its customers’ diverse PBX environments. It partnered with OSN, who accommodated both analog and IP PBXs by layering SIP Trunking on top of AM3’s existing infrastructure, maximizing bandwidth efficiency through convergence of voice and data services. Additionally, end customers were given the option to move to a full Cloud PBX environment to eliminate capex costs and benefit from advanced functionality.
“OSN’s ability to overcome the range of PBX challenges in the buildings we serve has been invaluable in helping us to grow our customer base,” said Jeff Newton, Director of Network Operations at AM3. “We have also significantly benefited from the services being uniquely scalable to the AM3 business model, enabling us to add and remove customers in the event of a move out without having to worry about recovering equipment or sending a technician to adjust premise-based equipment.”
Internally, AM3 wanted to continue to enhance its call center capabilities and reduce costs. One of its key challenges with its current call center model was an inefficient process of getting the calling party to the right representative. It turned to OSN’s Cloud PBX offering, which has enabled the company to be able to take advantage of advanced call center functionality, such as IVR and skill-based routing. These capabilities ensure that the customers easily reach the agent that is best suited for them, and provide the benefit of diverting calls to alternate locations, in the event that a disaster occurs.
“We are thrilled that AM3 has partnered with us to improve their call center capabilities through Cloud PBX,” commented Ernest Cunningham, CEO, One Source Networks. “By moving their call center to the cloud, AM3 can now support over 20 different call streams and over 200 geographically dispersed agents.”
AM3 will continue to work with OSN to improve its communication capabilities internally and across its customer base. Through the partnership, the company is currently delivering 100 percent of the voice services across its more than 600 properties and continues to enhance its triple-play products line.
More at www.onesourcenetworks.com