Success Stories

Nexus recently helped Knoah Solutions, Inc., an offshore call center provider, meet the demands of a large Internet Service Provider (ISP) client by delivering voice capability for 250 customer service representatives.

Knoah Solutions (www.knoah.com), with offices in San Rafael, California and Hyderabad, India is an offshore outsourcing company providing the best multi-channel customer service and technical support for technology products and services, enabling U.S. call center quality at competitive offshore prices.

Ralph Barletta, Executive Vice President of U.S. Operations and a co-founder of Knoah Solutions, conducted a thorough evaluation over the course of several months before selecting Nexus for this deployment.

"We had a large, existing client that wanted us to provide customer service representative support via voice, in addition to our e-mail and chat services, but not until we proved we had the infrastructure to support complex voice call handling," says Barletta. "Delivering this infrastructure was critical to keeping this customer and to winning future business."

Nexus has a proven methodology that takes all of its clients through a requirements-gathering process. This helps ensure a thorough understanding of the call-flow and business processes. Nexus can then design a complete solution all the way through the network environment and security components of the client's business.

According to Mr. Barletta, Knoah had to demonstrate to its clients that it had the infrastructure in place to handle their needs and at the same time not be required to pay for excess capacity. "The converged solution enables us to better manage bandwidth utilization and traffic. Other vendors wanted us to pay upfront for a large solution that we wouldn't need right away."

With a solution in place that utilizes Cisco CallManager call processing software, Cisco Unity unified messaging, voice gateways, and Cisco IP phones for 250 agents, Knoah Solutions now has a flexible environment and robust infrastructure that can meet the demands of nearly any client. "We now can present and deliver to potential clients a world-class view of our operation at both the staffing and the technology level, and they know that we have the system capacity to handle any issue that comes up," says Barletta.

"As a flexible organization that looks for new ways to solve business problems, we're committed to our clients throughout the entire process," says Jeanne Farrenkothen, Application Sales Consultant for Nexus. "Our strength is our capability to not just sell, design and implement a solution, but also support it long after deployment. That's a very strong differentiator for us."