News

Commitment to Outstanding Service
- December, 2004 -- by Jim McFarlane, Explorer Software;

VANCOUVER – Explorer expands its virtual call center – advanced telephony solution adds Automatic Call Distribution (ACD), web based call center management, Voice over Internet (VOIP) and conference center to provide faster response to customer calls.

Said Explorer Software president Jim McFarlane, “Companies with a commitment to outstanding customer service, need to create a solution like this to manage calls.” Explorer’s virtual call center is a remarkably innovative solution that is easy to use, and integrates seamlessly to Explorer Incident Tracking, our web based support desk solution.

Higher customer satisfaction – support personnel have access to specific customer information before speaking to the caller and are able to more effectively manage requests. Explorer’s Virtual Call Center provides call queuing and routing to the appropriate agent based on pre-set criteria such as territory and skill level.  

Explorer Group’s rapidly expanding customer base – Explorer acquired two competitors in the past six months and call volumes tripled. Our biggest problem was managing our rapid growth. A solution was required that could be quickly deployed and maintained at a low cost. Our agents are situated around the globe. Explorer Virtual Call Center is a VOIP (Voice over IP) solution. Agents are connected over the Internet; calls are made over the Internet. This is particularly relevant and effective when Explorer support personnel are in the field. Agents are able to make calls directly from their laptop over the Internet providing timely customer support.  

Innovative web-based technologies like Explorer Virtual Call Center balance affordability with the need for superior communications – empowering our employees to supply first-class support services.

Founded in 1984, Explorer Software is a leading provider of construction accounting software solutions. Explorer’s enterprise-class customers use Explorer construction accounting solutions to profitably manage their projects and businesses. Explorer’s construction accounting solutions are installed on four continents, available for Microsoft SQL or Oracle databases and obtainable in seven languages.

 -By Jim McFarlane, Explorer Software; 604-925-3522; jmcfarlane@explorer-software.com