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MonaVie smile: health and wellness distributor realizes $500k in savings using ShoreTel.

The company's main contact center is in Utah, but MonaVie also is using Shore Tel in Taiwan and Thailand, and it plans to get its India and Korea locations up and running on the platform soon as well.

One of the fastest growing companies in the world, MonaVie has 500 employees in the U.S., but does business in 21 countries, and has offices in most of those places. The company has seen $500,000 in annual savings as a result of the ShoreTel Enterprise Contact Center solution, which helped the nutrition and wellness company manage its staffing requirements.

Joel Lewis, MonaVie's supervisor of contact center operations, said that when he started at the company it was using the contact center only to take phones, but that there's so much more to its call center operations today. In 2008, he said, MonaVie started to transition its contact center solution to include e-mail, chat and other communications. As a result, rather than requiring 15 reps to handle chat and e-mail outside the automated system, MonaVie can now do the same job with just two reps, said Lewis. In all, MonaVie has 110 reps at its U.S. contact center handling calls, IM, e-mail, outbound calls, etc. - and it funnels all those communications through a single tool. He added that the system also allows MonaVie to support it's widely dispersed call center workforce, 85 percent of which works remotely.
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Title Annotation:CALL CENTER Technology
Author:Bernier, Paula
Publication:Customer Interaction Solutions
Date:Jun 1, 2012
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