A NEW PHONE SYSTEM BEING DEPLOYED BY Pulte Homes from OpenAir Technologies serves as a switch that routes branch phone traffic, lets telecom personnel manage the phone network remotely, and improves customer service through targeted call routing and music-on-hold advertising.
Eric Brookshier, a telecommunications project manager for Pulte, says the home builder rolled out the product late last year in the Dallas area and plans to install OpenAir's BranchExchange unit in a majority of the 45 markets where Pulte does business.
“Communication is probably the most fundamental part of our company,” says Brookshier, who explains that when a call comes in, the switch can be set to forward the call to an employee's cell phone if the person is not at his or her desk at the time of the call. This is especially useful for service workers who are typically out of the office.
“Another thing you can do is set up a ring group,” says Brookshier, “so when the call comes in, it can be set so the caller can push one [and] four to reach construction and five [and] eight to reach warranty service,” he says. “The idea is to get the right call to the right person.”
Brookshier says the remote management feature lets him create a new extension remotely as well as change passwords and administer the auto attendant voice greeting at each branch. Cost for the unit Pulte uses is about $1,700. For more information, visit www.openairtech.com.