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FANUC Robotics America deploys Avaya IP-based contact centre solution
(Telecomworldwire Via Acquire Media NewsEdge)
An Internet Protocol (IP)-based contact centre solution from Avaya Inc,
a communications solutions provider, has been deployed by FANUC
Robotics America Inc (FANUC), a US provider of intelligent robot
solutions, based in Rochester Hills, Michigan, for its customer care
operations.
FANUC selected the Avaya IP contact centre solution, powered by Avaya
Communication Manager IP telephony software, with an Avaya Call
Management System providing FANUC's care team with the information and
management tools required to analyse performance and make quick,
effective improvements.
FANUC said its call volume increased by an estimated 10% in 2006, with
over 120,000 customers calling for parts or technical support. It
confirmed the Avaya solutions have helped lower customer waiting times
substantially, with 99% of calls now answered in 15 seconds or less.
In addition, Avaya Interaction Center, a contact centre application,
enables FANUC to improve responsiveness, with the software enabling
incoming calls to be routed to the most appropriate individual and
providing screen pops with profile information on each customer,
ensuring a more productive, personalised response.
Avaya confirmed its IP Agent Softphone enables FANUC engineers to log
into the company's contact centre operations from a home office or
remote location, via a virtual representation of a phone console on
their PC, helping the company to recruit engineers without the need for
them to relocate.
((Comments on this story may be sent to tww.feedback@m2.com))
Copyright ? 2008 M2 Communications Ltd.
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