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Small companies free up employees with automated solution.
As a small company with several venues and only five employees, VailSoft, based in Vail, Colo., faced a major challenge in handling a large number of calls generated by a diverse customer base. VailSoft Corp. creates and hosts Web sites, writes custom software applications for businesses, and maintains a Web site that is a central clearinghouse for local tourism companies. The call load was often too much for the staff to handle. Traditional phone message machines and the local telephone company's voice mail system didn't allow the needed customization, according to Enis Moran, the company's president.
He needed a solution that would organize and divide incoming calls, send messages to appropriate mailboxes, and help identify and address top-priority calls-tasks that were nearly impossible when all five employees randomly answered calls. "I didn't want to hire an extra employee who would only answer phones, when a voice-automated system could do more efficiently," Moran says.
Moran then found Symantec's TalkWorks PRO-and looked no further. "TalkWorks simply has the most features," he says. "Symantec is very responsive to the needs of the consumer."
User feedback resulted in several new features in TalkWorks PRO 3.0, including caller ID-based screen pops, voicemail broadcast, live...