Support Services Group is a large BPO company headquartered in Waco, Texas, with 9 contact centers located in the US, Canada, Hungary and the Dominican Republic. Our primary telephony platform consists of layering QueueMetrics Contact Center Management Suite on top of clustered Sangoma Asterisk-based call servers. 90% of our clients run on our telephony platform and QueueMetrics is an integral part of our success in servicing our clients, and is also used by our QA team to rank agent performance and scorecard calls. Last year, we also successfully switched over from a stand-alone time-clock solution and integrated Time & Attendance with QueueMetrics, which saved our company thousands of dollars annually in lost, unproductive time. Many of our clients have real-time remote access into QueueMetrics, which enables them to see in real time call queue activity, monitor live and recorded calls, and gives them the ability to run their own real-time ad-hoc reports. This level of access instills a high level of confidence with our clients in our ability to provide world-class service for their clients. QueueMetrics is the beating heart at the center of our robust technology platform, and has proven to be an extremely secure and reliable platform for our company over the last 10+ years.

Steve Seibert
Chief Information Officer, Support Services Group