OpenTech Alliance Inc., a Phoenix-based provider of self-serve kiosks, call-center services and other technology solutions for the self-storage industry, is now licensing its LiveAgent! call-center software application and LivePhone! VOIP call-center phone service to self-storage operators to use as part of their own in-house call centers. For the past 10 months, the company has been offering these integrated, cloud-based services to select storage operators as an alternative to using a third-party call center, including its own. The technology is already powering two in-house call centers in the United States and two in Canada, with others slated to come online later this year.
In addition to allowing self-storage operators the ability to license its technology, OpenTech offers a safety net. The INSOMNIAC Live! XtraAgent service kicks in when the in-house call center finds itself unable to serve all the callers in a timely manner, or during early mornings or late nights when it's too expensive for an operator to keep his in-house call center open.
The OpenTech solution equips call-center personnel with access to the data within a facility's property-management system as well as data stored in OpenTech's Facility Content Repository, also known as its Self-Storage Cloud. When a call-center agent answers an inbound call, his screen automatically switches to the LiveAgent! application with pre-populated facility and caller data including unit pricing, inventory, payment history, address/directions, hours of operation, critical customer data, special offers, and competitive advantages over rival facilities.
"While we think most self-storage operators find using a third-party call center a very effective solution, some just want to oversee their own and feel it's a simple process," said Robert A. Chiti, OpenTech president and CEO. "Having started one from scratch and seeing firsthand the challenges, I'm not sure I get it. However, we felt the right thing to do was to be open and license our technology instead of forcing these operators to take on the risks associated with developing a call center on their own or using a third-party call center. We've been very pleased with the response and results. We've not really figured out if we are limiting our traditional call-center business, but we felt our best approach was to just give operators what they wanted."
OpenTech provides several models of INSOMNIAC self-serve kiosks as well as a range of self-storage rental solutions including the INSOMNIAC Live! Call Center, INSOMNIAC Online Web and mobile applications, LiveAgent! software products, and the INSOMNIAC ILock System, all available through the company's Self-Storage Cloud.