Parlance Corporation is known in the auto attendant space as a company that simplifies enterprise communications by leveraging an organization’s contact directory data to power an auto attendant solution that better manages call traffic.Reebok International Ltd., a worldwide designer, marketer and distributor of sports, fitness and casual footwear, apparel and equipment, is driven to help athletes to perform their best. However, the company recently needed some technological assistant to enhance its identity across brands.
According to a Parlance case study, the lack of an enterprise employee directory made it difficult for Reebok’s sales representatives to connect with employees at headquarters while traveling. In order to simplify connections, Reebok provided sales representatives with a direct line to the main switchboard. Still, operators at the switchboard, who were busy handling incoming calls, could not efficiently handle the additional transfer requests from the sales team, which resulted in extended connection times for all callers. Reebok needed to take immediate action in order to maintain the level of service their callers were accustomed to receiving.
That is where Parlance’s nameConnector Service came in. nameConnector, an auto attendant service, was installed at Reebok’s headquarters and operational in one day. Now, when the sales team dials their designated number, they connect automatically by speaking the name of the person they want to reach. nameConnector provides sales representatives with access to Reebok’s voice network 24 hours a day, seven days a week and eliminates the need for operator intervention.
The service was so well received by the sales team that weeks after the initial installation, Reebok provided all employees at headquarters with access to nameConnector as the auto attendant service was easily configured to handle the volume.
Fred Doherty, manager of network engineering at Reebok, said, “nameConnector Service blew me away. I was shocked by the system’s accuracy and capacity levels and pleased with the exceptional customer service displayed by Parlance’s Customer Support Engineers.”
The elimination of routine internal transfers has resulted in an improved level of service to all Reebok callers and has provided employees with an easy, direct way to connect with their coworkers. Today, all callers are greeted before the second ring and are connected in seconds.
Since the implementation, nameConnector Service has streamlined and simplified telephony operations and voice network maintenance at Reebok. Online administration tools easily facilitate adds, changes, and deletes to nameConnector entries and provide a complete listing of destinations across the organization.
Parlance monitors the service 24×7 and Reebok is provided with customized reports via the Web summarizing nameConnector performance and usage.
Edited by Rich Steeves