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WirelessDevNet.com Press Release
Launchpad Communications Chooses Envox Worldwide’s CTI Solutions
WESTBOROUGH, MA – Envox Worldwide, a leading global provider of IP-based voice solutions, today announced that it has been chosen by LaunchPad Communications, LLC, a specialist in marketing products and services through direct-to-consumer campaigns, to provide them with computer telephony integration (CTI) solutions. Envox’s Professional Services Group has developed the first Envox CT Connect™-based solution for LaunchPad which will integrate their contact center and CRM data, systems and processes with this solution. This is expected to make their overall marketing and sales efforts more successful, and to accelerate future growth.
“We are extremely pleased to be working with such an innovative sales and marketing organization as LaunchPad Communications,” said Mark D. Flanagan, president & CEO of Envox Worldwide. “This first Envox CT Connect-based solution that we delivered to them clearly demonstrates how companies can leverage their contact center and CRM investments to create new ways of doing business that will drive growth.”
LaunchPad executes highly targeted and compelling advertisements across multiple mediums to drive consumer response. Each campaign features a unique phone number that can be used by a respondent to take advantage of the offer. The majority of the Company’s sales are processed over-the-phone with approximately 2 million inbound calls being handled annually in their contact center, which is staffed by over 125 highly-trained sales agents.
LaunchPad’s IT organization has recently deployed a new Siebel CRM system and is using it to unify the numerous disparate systems and business processes they have in place. The goal with their Seibel deployment is to drive operational efficiencies and improve scalability in response to their rapid growth. They see an opportunity to use key call data to create new contact center and CRM solutions that will enable them to better analyze advertising success and make their sales agents more effective on each call.
LaunchPad worked with the Envox Professional Services Group to automate the transfer of call data into their CRM system, create a more efficient call routing process and add an agent screen pop solution. First, Envox CT Connect, Envox Worldwide’s standards-based CTI software, was installed to extract data that was trapped in LaunchPad’s previously inaccessible PBX. Now, as each call is received, Envox CT Connect captures and organizes all of the associated data. This includes ANI and DNIS, which identify the particular ad to which the caller is responding. With access to this information, LaunchPad now knows why the person is calling and which agent should receive the call. Then, the screen pop application sends a product-specific sales script to the agent’s desktop along with the call. It also opens a new record in the CRM system for faster data entry and automatically populates it with all of the available call and agent statistics.
By CTI-enabling their CRM solution, LaunchPad is able to collect and analyze more data and gain better insight into the success of each individual advertising program. As a result, they are bettter able to target their ads and adjust their messaging on the fly to be more effective with each marketing dollar spent.
“The impact of the Envox-based CTI solution on the pace of business here at LaunchPad is astounding,” commented Chris Holbert, COO and CIO of LaunchPad Communications. “We know the results of a specific campaign immediately. When needed, we can make adjustments and then see the subsequent sales results, depending on the advertising channel, in just hours. This new agility has contributed to an increase in revenue across all divisions, and we expect that this increased visibility will continue to improve our operations going forward.”
Understanding why people are calling is proving to be a tremendous benefit to LaunchPad. They are using this intelligence to better utilize agents and make them more productive. Previously, calls were sent to specialized agent groups depending on the number that had been dialed by the caller. This yielded inefficiencies, as many agents were left waiting for calls while others were swamped. The Envox-based CTI solution eliminated this problem by delivering a product specific sales script to the agent’s desktop along with the call. LaunchPad was then able to cross-train their agents to handle a wider variety of inquiries and introduce standardized call handling techniques to ensure more productive outcomes across all contacts. Now, LaunchPad can distribute calls across a larger agent pool, more efficiently utilize their entire staff and handle more calls with their existing staff. Additionally, automated script popping enables agents to quickly engage the callers in a more meaningful conversation from the start.
“Working with Envox Worldwide, we have been able to gain more value from our previously disparate contact center and CRM systems,” continued Chris Holbert. “Our Envox-based CTI solution significantly reduced the integration complexity inherent in this type of project and enabled us to achieve our goals on-time and on-budget.”
For more information about Envox CT Connect, please visit http://www.envox.com/software/envox-ct-connect.asp
About LaunchPad Communications
Founded in 1995, LaunchPad Communications, LLC is a dynamic sales and marketing organization. Our Mission is “to develop great enterprises through ingenuity and determination.”
LaunchPad specializes in marketing products and services through direct-to-consumer campaigns. We currently operate Consumer Resource Network, LLC, a real estate foreclosure listing service and PS Family Healthcare, LLC, a discount healthcare program. Our dedicated staff consists of more than 250 talented people at our corporate headquarters in the Miracle Mile area of Los Angeles, California.
About Envox Worldwide
Envox Worldwide is a leading global provider of IP-based voice solutions. The company's software and related services dramatically reduce the time, cost, and complexity of creating voice solutions. These products and services enable enterprise customers and service providers to significantly reduce operating costs, improve customer satisfaction and retention, and generate new revenue streams. Headquartered in Boston, Envox’s products and services are available through a network of global channel partners. For more information, please visit www.envox.com.
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