KNM Transport has shifted its outdated customer response system into high gear with the help of an advanced IP telephony solution from Avaya.
On the release note, Avaya explains that KNM existing system of answering calls live, and asking callers to wait if the requested agent was busy, was falling woefully short of the mark and that it was receiving repeated complaints from customers who were placed on hold, then transferred several more times before finally reaching the right agent. The company needed a communications system that could provide cost-effective support for a growing number of remotely located employees.
With Avaya IP Office KNM customers are routed automatically to the appropriate agent, with IP Office offering both callers and agents an array of options to help ensure each call is handled promptly, efficiently and professionally. In addition, remote workers are now seamlessly connected to the office as if they were located just down the hall.
‘Thanks to the flexibility of our IP Office system, we’ve seen a vast improvement in customer service, and a dramatic reduction in long distance charges by our remote workers,’ said Mark Goodacre, President of KNM Transport. ‘Our agents now have the information they need to prioritize the most important calls, and ensure that all calls get answered as quickly as possible .’
Beginning with installation and continuing through to day-to-day operation, KNM says it has been impressed with its new Avaya IP Office Solutions system. ‘We’re extremely pleased by the fact we had a seamless cutover,’ reports Goodacre, ‘and that the entire system has been running smoothly ever since.’
2005-05-25
Em Foco – Empresa