OpsTel Services: Contact Center Solutions Designed for Greater Efficiency

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Robert Trent, Chief Customer Success Officer
Over the years, contact centers have evolved into advanced communication hubs by leveraging digital technologies to provide a frictionless customer experience. However, the proliferation of technology in the contact center space has increased the complexity of the systems and software agents use, forcing them to be increasingly reliant on IT staff for support. Amidst an overabundance of calls, agents spend more time navigating through cumbersome contact center software instead of attending to client needs, which results in increasing call abandonment rates and declining customer satisfaction. Addressing these issues and helping call centers enhance the operations staff’s ability to quickly react to the dynamic challenges of running a large-scale contact center operation is Arizona-based OpsTel Services.

OpsTel Services is revolutionizing how companies control costs associated with software asset management, profile identity provisioning, and proactive skills management. “The contact center industry benchmark is to answer 80 percent of the calls within 20 seconds. When companies fail to hit these service levels, they risk losing their customers to their competitors and do not achieve the customer acquisition and retention rates they were expecting,” says Robert Trent, Chief Customer Success Officer at OpsTel Services. Moreover, the inability to quickly respond to and resolve customer concerns during peak hours leads to lower first call resolution rates and rising cold call durations, highlighting the need for better agent profile provisioning and call routing. OpsTel Services’ products sit atop the existing contact center technology and are designed to help contact center agents address their service level issues. The company’s products allow changes to be made to the agent profiles within the current technology and assigns calls based on the specific skill sets of the call center agents. “We provide call center operations management teams and workforce management teams with the ability to change the profiles of agents on the fly automatically,” adds Trent.

OpsTel Services’ allows contact center managers to administer agent profiles across multiple contact center applications through a single interface. “Through a single pane of glass, we enable users to provision agents based on their skill sets, which reduces administrative efforts significantly. These changes are automatically applied to the contact center’s existing technology, eliminating the need for IT professionals to manually make the changes,” says Trent. In addition, OpsTel Services’ automatic revert back feature allows contact centers to schedule the exact time when an agent’s skills configuration needs to be restored to its original configuration. With OpsTel Services’ products, almost 80-90 percent of employees tasked with agent profile provisioning can now be reassigned to more critical IT tasks.


Through a single pane of glass, we enable users to provision agents based on their skill sets, which reduces administrative efforts significantly



Established ten years ago by Tony DeGaetano and Paul Prinke, OpsTel Services has remained committed to its mission of addressing the discrete business challenges faced by call center operations teams. OpsTel Services attentively listens to its clients’ problems and collaborates with them to create a solution that meets their specific requirements. “OpsTel Services analyzes how a customer operates and brainstorms for ideas. Our solutions are crafted based on the day-to-day operations of each customer and their current business challenges, and we have never been terminated from any installation in our ten-year history,” says Trent. Working in a dynamic industry where product designs involve complex details, OpsTel Services first helps its clients understand the solution outcomes and then drills down into the process of overcoming their challenges.


Prior to the COVID-19 pandemic, call center operations were simpler to manage with all employees in one location. Remote work has introduced a whole new dimension of challenge for contact centers. In addition to the pandemic, natural calamities like hurricanes and forest fires have also disrupted contact center operations at an unprecedented scale. During these testing times, OpsTel Services worked closely with its clients and helped them overcome the obstacles. In one scenario, OpsTel Services assisted a utility company in California that was inundated with calls from different regions, depending on the locations of the forest fires. The company’s automated agent profile provisioning feature was pivotal in helping the client handle a flood of calls from different parts of the state. This feature allowed the contact center managers to make agent profile changes and required configurations in their core technology in a matter of minutes to meet the surge in demand. “Our technology allowed the utilities company to redirect highly paid, skilled talent toward more important projects,” added Trent.

For the future, OpsTel Services is focused on expanding its sales channels and aims to collaborate and partner with manufacturers, managed service providers, and systems integrators that work with renowned contact center solution providers like Avaya, Cisco, or Genesys. These collaborations will enable the company to sharpen its focus on call center operations teams and better serve its clients.

Company
OpsTel Services

Headquarters
Phoenix, AZ

Management
Robert Trent, Chief Customer Success Officer

Description
OpsTel Services is revolutionizing how companies control costs associated with software asset management, profile identity provisioning, and proactive skills management. OpsTel Services’ products sit atop the existing contact center technology and are designed to help contact center agents address their service level issues. The company's products allow changes to be made to the agent profiles within the current technology and assigns calls based on the specific skill sets of the call center agents. OpsTel Services' allows contact center managers to administer agent profiles across multiple contact center applications through a single interface

OpsTel Services