UCN's Call Center Management Solution Selected by Iboats

Iboats, a leading online retailer of boat sales, supplies, and accessories, has selected UCN's call center management and contact handling software solution to manage its 15-person call center. The company, which operates the leading website for boat sales, supplies, and accessories, was experiencing significant call volume spikes during peak boating season, overwhelming its traditional PBX system's ability to answer each call. With UCN's feature-rich solution, iboats aims to provide consistent and quality customer service regardless of call volume.

Key Takeaways:

• UCN's call center management and contact handling software solution has been selected by iboats, a leading online retailer of boat sales, supplies, and accessories.
• Iboats was previously using a traditional PBX system without advanced call handling capabilities, such as IVR or ACD, which led to significant call volume spikes during peak boating season.
• Peak volume days were three to four times higher than average volume days, with well over 1,000 calls received on Mondays.
• The acquisition of a traditional hardware-based PBX system was an issue for iboats due to the large upfront capital expenditure, but UCN offered an alternative with a minor upfront investment.
• One of the key features that helped iboats decide in favor of UCN was its advanced call back capabilities, which capture customer numbers, add them to the call queue, and allow agents to call them back.
• Iboats' own programmers will be taught to modify the software using UCN's rapid application development tool, eliminating the need to rely on expensive outside expertise.
• UCN's solution enables iboats to provide consistent and quality customer service regardless of call volume, addressing the capital requirements related to typical hardware-based PBX systems available in the market.
• Iboats represents one of the thousands of companies that run small to medium-sized call centers and are concerned with the capital requirements related to typical hardware-based PBX systems.

Statistics:

• Iboats receives over 1,000 calls on Mondays during peak boating season.
• Peak volume days are three to four times higher than average volume days.
• The UCN call center management and contact handling software solution requires a minor upfront investment with no long-term commitment.
• Iboats' programmers will be taught to modify the software using UCN's rapid application development tool.

Sources:

• Prnewswire, "UCN's call center management/contact handling software solution selected by iboats, Inc.", January 12,
• Buyers United, Inc. (BULLETIN BOARD: BYRS), press release on the selection of UCN's call center management solution by iboats, Inc.