The Council on Aging (COA), is a nonprofit organization based in Albany, Georgia that plans, develops, and coordinates services for people 60 years of age and older. Senior centers and various programs for seniors are located throughout in Southwest Georgia. In addition to the organization's programs, their call center handles requests for services and support needed within their service areas.
Recently Izzy Sadler, the Director of the organization, approached Star2Star for a Unified Communications (UC) solution to improve operations in its call center, which handles queries from 14 different counties. After consulting with Star2Star, the Council adopted UC saying that: “The biggest selling factor was the cost savings that we would have.”
In addition to the savings, Star2Star offers call centers a myriad of communication services, functions, and features that provide support for both managers and agents, including:
- Remote agent groups, which can span multiple locations; incoming call loads can be distributed across several offices and time zones
- A highly scalable StarCenter that can accommodate a few users to hundreds of users - and it operates seamlessly across multiple locations
- Real-time queue performance which is available to easily adjust to changes in call volume, caller wait times, and agent availability
- More productive and collaborative experience for callers and call agents
A Unified Communication solution is ideal for businesses with multiple locations, off-campus users, and even more complex communication needs. Whether you’re a large corporation, an SMB, or a nonprofit organization, Star2Star can help customize a suite of features to improve call center productivity.