|
Fanuc Robotics Ramps Up Customer Care Operations Via Avaya Solutions
(Wireless News Via Acquire Media NewsEdge)
Fanuc Robotics America, a provider of industrial robots that use
robotic arms to assemble, weld and paint cars, and small and mid-size
industrial companies which use the company's units to pick products,
pack boxes, and handle other applications, has turned its customer care
operations into a competitive business asset with an Internet Protocol
(IP)-based contact center solution from Avaya.
Fanuc Robotics America, based in Rochester Hills, Michigan, provides
intelligent robot solutions to businesses around the world. This
includes large auto manufacturers that use robotic arms to assemble,
weld and paint cars, and small and mid-size industrial companies which
use the company's units to pick products, pack boxes, and handle other
applications. When the company experienced rapid growth and increased
demand, new challenges began to tax Fanuc Robotics America's customer
care team, which could cause lengthy wait times when customers called
for support.
Fanuc said that it improved its customer care operations with an Avaya
IP contact center solution powered by Avaya Communication Manager IP
telephony software. Additionally, an Avaya Call Management System
provided the FANUC Robotics America care team with the information and
management tools needed to analyze performance quickly, and make fast
and effective improvements.
"Our call volume grew by an estimated 10 percent in 2006 alone, with
more than 120,000 customers calling us for parts or technical support,"
said Joe Cvengros, director of the Customer Resource Center for Fanuc
Robotics America. "We've continued to address demand while improving
our responsiveness, and with new solutions from Avaya, customer wait
times decreased dramatically. Now, 99 percent of our calls are answered
in 15 seconds or less."
"Through smarter routing and screen pops, we're able to handle more
customer inquiries with the same number of agents," Cvengros said. "For
example, if a customer calls back within 36 hours, they are
automatically routed to the same agent for follow up. They don't have
to repeat the background on their issue. We can get them to the same
exact agent, even if it's a different day."
((Comments on this story may be sent to newsdesk@closeupmedia.com))
((Distributed on behalf of 10Meters via M2 Communications Ltd -
http://www.m2.com))
((10Meters - http://www.10meters.com))
Copyright ? 2008 Wireless News
[ Back Small Business VoIP Global Community's Homepage ]
|
SUBSCRIPTIONS
TMCnet LOGIN
WEBINARS
