Leading listening device manufacturer improves call center support for those with hearing loss
WAYNE, Pa.—February 9, 2016 – Today Evolve IP announced that ClearSounds Communications has deployed Evolve IP’s suite of award-winning cloud communications services, including its best-of-breed IP phone system, unified communications and collaboration tools, and a hosted call center. The services, deployed across three locations and to a mobile national sales force, mark a significant upgrade to the firm’s premise systems.
Hearing loss is a major public health issue that affects about 20 percent of Americans, or 48 million people. In fact, it is the third most common physical condition, with one out of every three people age 65 or older reporting loss. ClearSounds Communications is battling this pervasive problem with innovative solutions that help the mounting population of baby boomers hear more clearly through common, everyday devices. At the same time, the company needed to upgrade its own communications technology to keep pace with a rapidly growing customer base.
While ClearSounds creates state-of-the-art products, the company’s internal communications technologies were far less sophisticated. The company needed a system that integrated a hosted phone system, collaboration tools, and modern call center functions into a single platform. In addition, ClearSounds wanted a solution that would enable detailed call center reporting plus mobility for all employees and the flexibility to make changes to the system any time, from anywhere. Evolve IP’s cloud-based system provided a complete solution that met all of ClearSounds’ needs. Evolve IP implemented its solution in just weeks, trained users in hours, and immediately began improving ClearSounds’ call center efficiency and administrative control.
“Evolve IP’s expansive cloud communications suite is huge for us − it has raised our customer service capabilities and performance to a much higher level,” said Austin Hock, network administrator and IT specialist at ClearSounds. “Prior to this deployment, we didn’t have accountability measures in place – for example, there was no method for tracking the number of calls our customer service agents handled or how long it took to solve problems. Now, we see which agents are the most efficient and how well they resolve issues. Those metrics will guide training for our agents and ensure that our customers are happy with our service. For me, personally, I’m thrilled because I can make administrative changes to the system from anywhere and at any time of any day.”
ClearSounds also benefits from the business continuity provided by Evolve IP Cloud Connect. Cloud Connect combines the bandwidth of multiple public connections into a single, faster, more reliable connection for securely accessing Evolve IP’s cloud and the Internet, replacing expensive WAN connections, and providing continuity at the packet level.
“Redundancy is important for our business so we can maintain service to customers even in the event of an outage,” explained Hock. “For voice and Internet, we use a high-speed cable line because of its low price. Even though we experience outages with that line about once a month, we have had no business disruption now because of Cloud Connect. When one line goes down, Cloud Connect instantly and transparently switches over to a dedicated failover line. Since this is done at the packet level there is zero service disruption for our customers – they never even know. It’s great to have the peace of mind from knowing that when an outage happens, Cloud Connect gives us complete continuity.”
“Evolve IP solutions have helped ClearSounds’ business become more efficient and reliable both inside and out,” said Tim Allen, Chief Sales and Marketing Officer of Evolve IP. “They are a leading listening technology manufacturer and now their back-end information technology is on par with the superior products and services they provide their own customers. We’re also looking forward to working with them in the future as they take advantage of our Evolve IP OneCloud platform to move desktops and servers to the cloud as well.”
One of the nation’s fastest growing cloud companies, Evolve IP provides cloud services in virtually every industry including: healthcare, legal, insurance, banking, technology, travel, veterinary medicine, and retail and to some of the world’s most recognizable brands. The company’s Evolve IP OneCloudTM solution allows organizations to migrate multiple cloud computing and cloud communications services onto a single, unified platform including: virtual data centers / servers, disaster recovery, virtual desktops, IP phone systems / unified communications, contact centers, and more.
ABOUT CLEARSOUNDS COMMUNICATIONS
ClearSounds Communications, based in Naperville, IL., is a privately-held, family-run, and women-owned company that has been creatively, stylishly, and economically meeting the needs of people with hearing loss for over 30 years. By designing, engineering, manufacturing, marketing, selling, and distributing a complete line of communication, sound enhancement, and audio products, ClearSounds is leading the way in cutting-edge technology for individuals with mild-to-moderate hearing loss and anyone seeking a remarkable sound experience. ClearSounds is a 2013 CES Innovation Award Honoree for Accessibility, Design & Engineering. Please visit www.clearsounds.com for more information about ClearSounds Communications.