Crusecom is saving more than $250,000 annually with PBXtra Call Center from Fonality. Fonality’s call center system has helped Crusecom attain rapid growth and a reputation as a leading-edge call center facility. The dramatic savings Crusecom has achieved from its PBXtra Call Center deployment have enabled the company to invest in a new 14,000 square foot call center facility that will house up to 150 call center agents.

Crusecom provides 24x7x365 call center operations to state agencies and companies that want to keep call center operations in the U.S. but cannot afford the high costs of urban call centers. Since deploying PBXtra Call Center in 2007, the company has expanded its customer base, added 50 new call center agents and increased inbound call volumes.

By leveraging web-based reporting capabilities in PBXtra Call Center and other technology developed in-house, Crusecom is the only electronic benefits transfer (EBT) call center in the country that is offering customers real-time, web-based service level agreement reporting. In addition to the $250,000 he is already saving with Fonality, Cruse estimates that this real-time, self-service reporting functionality saves his company eight to 16 man hours every day, or $50,000 to $100,000 annually, while providing customers with better service and support.