Windstream announced that leading contact center solutions provider Empereon Marketing has selected Windstream to provide highly reliable, scalable and cost effective Contact Center as a Service (CCaaS) and MPLS transport solutions.
Empereon Marketing provides “end-to-end” customer interaction solutions, including customer care, sales, technical support and help desk services, to customers across multiple industries, always delivering high-quality service to their client partners. The company has grown from 1,200 employees to more than 2,800 this year, and it also operates a debt collection division known as Constar Financial Services.
Windstream worked with long-time channel partner City Communications on the solution. The City Communications team has worked with Empereon for 15 years, and it helped identify Empereon’s requirements and worked with Windstream to design the CCaaS and MPLS solution. City Communications will also provide day-to-day technical support for Empereon.
Bryan McRoberts, chief information officer at Empereon Marketing, said the company made the decision to utilize Windstream’s solutions when it realized that its call center growth model needed to change if it wanted to keep up with the company’s fast-moving clients.
“Windstream’s hosted environment means we can not only address the growth in all of our existing call centers, but we can literally stand up brand new call centers incredibly fast,” McRoberts said. “We simply have to drop in a few redundant MPLS connections and we are up and running in a matter of weeks. As an example of this technology, we provisioned a brand new 1,200-seat call center in the span of less than six weeks, from start to finish. We don’t have to provision anything except our Cisco routers and SD WAN appliances; we literally just drop phones in and we are in business.”
Empereon Marketing selected Windstream’s CCaaS solution because it allows Empereon to only pay for those services the company is utilizing. Additionally, Windstream has the ability to offer both the cloud-based CCaaS solution and the underlying MPLS transport services at all of Empereon’s locations ranging from Arizona to Pennsylvania. Additionally, the transition to Windstream’s cloud-based services was simple and seamless for Empereon employees.
“I love that Windstream is essentially financing our growth with its ‘pay-as-you-grow’ cloud-based OPEX solution,” McRoberts added. “We love the ability to scale quickly and to use Windstream resources rather than have to build our own infrastructure. In many ways, Windstream has become an extension of my internal IT department, and without them we would not have been able to meet the aggressive ramp-up timelines required by some of our newest customers.”
Windstream’s CCaaS delivers cost-effective, flexible, scalable cloud-based contact center solutions. As a hosted service, CCaaS allows customers to keep pace with rapidly changing technologies and applications without up-front CAPEX costs. It also allows customers such as Empereon to create custom analytics reports to analyze interactions across multiple channels, providing data for more informed business decisions.