Strider Denison, Head of Sales
Most solution providers today focus more on technology, business strategies, innovations, and how they enhance the customer experience, as most vital in making their mark in respective industries. This is not the sole focus with ULTATEL, a trusted business advisor and communication provider, who views its people to be the whole and soul of the company. “Culture eats execution for lunch, and at the end of the day, our culture is top-notch in the industry because of our people,” begins Strider Denison, Head of Sales at ULTATEL. With its strong repository of skilled employees, ULTATEL positions itself not just through the products and solutions it offers, but also its people who have the expertise and knowledge about the industry to solve clients’ problems while acting as their strategic partner.
Having credited his people and their expertise as the company’s valuable asset and strength, Denison throws light on the value proposition of ULTATEL’s solutions. He states how in the VoIP world today most companies face the constraints of limited features and resources for a smooth communication process. They also require multiple providers, vendors and programs to assist in the upgrades and maintenance of their communication systems. This leads to most companies demanding to transition from their legacy on-site PBX to the cloud for enhanced reliability and better user experience, in an affordable manner. ULTATEL offers all this to clients through its comprehensive, cloud-based telephony providing unified communication solutions. The company’s Cloud PBX solution ties multiple components such as; hardware, software, firmware, and other systems into one platform.
This eliminates the need to partner with multiple expensive hardware and software providers. ULTATEL’s cloud portal is designed to be easy to use by non-IT experts and provide simple navigation for every end-user in the clients’ organizations, be it the front desk operator, an office manager, or the IT staff. The portal comes with a graphical interface that allows users to visualize the call flow to ensure the least number of menu trees and transfers to ensure the inbound call is routed to the right department or individual. This is critical for any business to run efficiently and protect their professional image.
Culture eats execution for lunch, and at the end of the day, our culture is top-notch in the industry, because of our people
Additionally, clients have the option of customizing the interface by user profile and according to their business needs and growth. ULTATEL guides them throughout the configuration processwith no surplus charge. “We don’t nickel and dime our customers for every enhancement or change that they would like to make. So, I think this is a crucial differentiator on how we run our business in a seamless plug and play manner,” adds Denison.
ULTATEL has their business product under the Clarity brand and their call center platforms that customers can choose between. A unique part of ULTATEL’s product portfolio is their call center solution and how it works. Their products’ features allow businesses to consolidate and integrate all the call data and KPIs into its call center platform for a holistic experience.
In essence, the company is the call center analytical and agent coaching software provider and the phone service provider all in one easy to use interface via their customer portal. This allows for a very robust ability to provide business intelligence for ULTATEL’s clients to measure their call quantitative KPIs, as well as, call qualitative KPIs. This is accomplished with their fully customizable and integrated call reports and scoring module accompanied by their agent management system allowing for call recording, call monitoring, and one-way call whisper. Not only can you have reporting abilities from both aquantitative as well as a qualitative standpoint, their client can also drill down the agent level. This allows clients to gain information on the number of calls, the source of the calls, and the call volume they have had in a customizable timeframe. The platform also allows ULTATEL clients to listen to the recording of the calls and score them based on predefined and fully customized quality scoring templates. ULTATEL also integrates with CRMs and other software applications.
“We don’t nickel and dime our customers for every enhancement or change that they would like to make. So, I think this is a crucial differentiator on how we run our business in a seamless plug and play manner”
ULTATEL’s innovative solutions, valuable business intelligence, and the sheer fervor to cater to clients more efficiently has led it to expand its already nationwide presence with launching direct markets across Virginia, Maryland, Philadelphia, Florida, and will be launching several new markets along the East Coast by the end of this year with their sights on growing out their direct team nationally over the next few years. With its consistent growth, the company will also continue to integrate with tools and resources in the CRM world. The future holds the potential for A.I. (Artificial Intelligence) deployed through its contact center solutions.