Carlo's Bakery, Home of "Cake Boss", Chooses OfficeWatch Telemanagement

Online, February 21, 2012 (Newswire.com) - Metropolis Technologies is proud to announce that OfficeWatch Telemanagement has been selected as the official call accounting solution for Carlo's Bakery, the home of "Cake Boss".

Located in Hoboken, New Jersey, the family owned Carlo's Bakery is known for creating the best tasting, highest quality wedding and specialty cakes and treats. In 2009, the bakery became a household name across the nation due to the launch of their own reality series, "Cake Boss" on TLC. With their newfound fame came rapid growth, necessitating the opening of an additional 35,000 sq/ft baking facility to meet demand. Running two locations proved a new challenge for the shop, as key personnel were no longer in one central location and they relied heavily on their phone systems to ensure they were able to communicate easily with their staff and customers.

"They were still operating on a 20+ year old legacy Nortel phone system," explains Jeff Bloom, Channel Account Manager for Avaya. After upgrading the bakery to new dual PRI lines tied to an Avaya IP Office communications system, there was still the problem of understanding their call volume. "Buddy" Valastro approached Bloom regarding his concerns. "He had no idea what his bakery customers were experiencing," Bloom described. "He needed to be able to understand their call traffic volume, to look at staffing, and to ensure the calls were being routed correctly so I contacted Metropolis. Within an hour, Carlo's Bakery had signed off on implementing OfficeWatch."

OfficeWatch Telemanagement is a call tracking and logging application that allows users to pull dynamic reports on call volume, receive alerts with location details of emergency calls, and analyze trunk capacity. TrafficWatch, a unique graphic interface feature of OfficeWatch, easily monitors each trunk line and shows users when these lines have reached their maximum load. This feature will be of particular benefit to Carlo's Bakery to ensure their customers are able to connect with them, and not receiving a busy signal.

"My experience with Metropolis Technologies and in using their AgentWatch and OfficeWatch Solutions, is that they provide not only the most cost effective solutions in the industry, but also the most robust and easy to use. They are perfect for business partners as well as end users," states Bloom.

The implementation of the IP Office Platform and OfficeWatch installation is scheduled for completion by the end of February.