A Case of VoIP Implementation at A Financial Services Office

Russ Roysden; Shu Z. Schiller

A Case of VoIP Implementation at A Financial Services Office

Russ Roysden, Shu Z. Schiller

College of Graduate Programs and Honors Studies

Research output: Contribution to conference › Presentation

Abstract

Customer service and customer retention are critical to an organization’s success in the service sector. In the Midwest retail office of Anthem Consultants, the old PBX system was incapable of handling customer inquires during the busy tax return season. The inefficient systems exposed the organization to missed and delayed calls, which lead to a considerable number of customer complaints and lost revenue. This paper presents a case for implementing a VoIP PBX system at Anthem Consultants. Several VoIP systems were tested to determine the suitability of VoIP as the replacement telecommunications platform. The new system increases the availability, speed, and reliability of the information provided to customers and at the same time reduces the staff load. The system implementation also fosters an updated IT plan that will help this organization
chart its business strategy for future years.

Original language	American English
Pages	5479-5486
Number of pages	8
State	Published - Jan 1 2009
Event	15th Americas Conference on Information Systems 2009, AMCIS 2009 - San Francisco, CA, United States Duration: Aug 6 2009 → Aug 9 2009

Conference

Conference	15th Americas Conference on Information Systems 2009, AMCIS 2009
Country/Territory	United States
City	San Francisco, CA
Period	8/6/09 → 8/9/09

ASJC Scopus Subject Areas

Computer Science Applications
Computer Networks and Communications
Information Systems
Library and Information Sciences

Keywords

Customer service
VoIP

Disciplines

Business Administration, Management, and Operations

Access to Document

https://aisel.aisnet.org/amcis2009/629/

Cite this

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AB - Customer service and customer retention are critical to an organization’s success in the service sector. In the Midwest retail office of Anthem Consultants, the old PBX system was incapable of handling customer inquires during the busy tax return season. The inefficient systems exposed the organization to missed and delayed calls, which lead to a considerable number of customer complaints and lost revenue. This paper presents a case for implementing a VoIP PBX system at Anthem Consultants. Several VoIP systems were tested to determine the suitability of VoIP as the replacement telecommunications platform. The new system increases the availability, speed, and reliability of the information provided to customers and at the same time reduces the staff load. The system implementation also fosters an updated IT plan that will help this organizationchart its business strategy for future years.

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KW - VoIP

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T2 - 15th Americas Conference on Information Systems 2009, AMCIS 2009

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ER -

A Case of VoIP Implementation at A Financial Services Office

Abstract

Conference

ASJC Scopus Subject Areas

Keywords

Disciplines

Access to Document

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Cite this