How OneNet Global reduced call center wait times with IntelePeer
A large portion of OneNet Global’s contact center calls were being routed to agents for basic claims and eligibility information. IntelePeer quickly resolved this issue with their drag-and-drop interface, which automated responses to common requests, streamlined agent tasks, and decreased caller wait times.
My name is Chris Skordahl and I am a senior account executive at OneNet Global. OneNet Global is a managed services provider of various carrier services for just basic internet, voice trunking, and today’s world everything as a service. OneNet has been a partner of IntelePeer since 2020, so somewhat new to IntelePeer, but what we’ve been positioning is their Atmosphere CPaaS platform, as well as sip trunking.
We recently had a great IntelePeer Atmosphere CPaaS win with a long-term customer of ours that’s a third-party administrator of healthcare benefits. They came to us with the issue of a large percentage of their call volume were for basic calls from providers looking for information around claims and eligibility. IntelePeer delivered on right from the get-go. Rather than bringing on our own staff to figure things out for the first time, we started the conversation, they picked up with the details, explained what they can do, delivered on promises made, followed up after the fact, brainstormed other ways that we can use this product.