Novatech, Inc. has announced the debut of a new Atlanta Call Center that will provide support for Managed IT and Managed Print customers. The center will both expand Novatech’s support capabilities and serve as a redundant call center for the firm’s primary call center in Nashville, Tenn. Similarly, the Nashville support center will be a failover site for the Atlanta location.
“At Novatech, we have long embraced the value of failover solutions for business continuity,” said Novatech CEO Dan Cooper. “When the March 2 tornado outbreak hit downtown Nashville and nearby Cookeville, we hastened our plans to achieve maximum redundancy with the build out of the parallel site in Atlanta.”
The platform will be delivered by RingCentral, the Unified Communications as a Service leader that became one of Novatech’s preferred partners earlier this year. Enjoying a user satisfaction rate of 99% and numerous “Expert’s Choice” awards, RingCentral is the industry’s most comprehensive telecommunications platform. It has established a global reputation for supporting businesses with the breadth of functionality they need to stay connected to customers and partners anytime and anywhere. With many companies having remote workforces during the global pandemic crisis, RingCentral is also perfectly poised to support the world’s “new normal.”
The facility’s capabilities will be built on a call center automation solution from industry innovator NICE inContact, running on the RingCentral platform to deliver a comprehensive call center service package.
“This solution has already proven its value for Novatech internally, as it has allowed our support team to work remotely from wherever they were sheltering during the COVID19 lockdown,” said Novatech president, Managed IT Dave Moorman. “Moving forward, it will be a key piece of our business continuity strategy ̶ and one from which our customers can derive great benefit, as well.”
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