NewswireToday - /newswire/ -
Plano, TX, United States, 2014/09/08 - Dayco, global leader in the automotive parts manufacturing, replaces their legacy Fujitsu PBX with E-MetroTel UCX IP-PBX and enables advanced customer service through built-in Call Center - EMetroTel.com.
Having innovative products and solutions are important ingredients to business success, but just as important is the customer experience related to your products or services. The ability to engage with customers, quickly respond to their needs and go beyond their expectations can be decisive factors in driving business success.
As global leader in highly engineered engine management systems and technology for passenger cars, commercial vehicles and aftermarket distribution, including a broad range of belts, tensioners, pulleys and dampers, Dayco understands that product innovation and customer service and support are critical business success factors.
So when calls to their Australian contact center went unanswered and customer satisfaction plummeted, this company in business for over 100 years moved fast and turned to IP partner TeleResources to replace their Fujitsu legacy PBX system with the E-MetroTel UCX VoIP phone system with integrated Unified Communications solution.
'’Our existing phone system became unreliable and the call center system was not providing us with the agent and supervisor tools we needed to effectively manage call traffic and agent performance. With the E-MetroTel UCX SIP-based phone system, we get everything we need in a single server including Call Center, Voice-mail, IVR auto-attendant and Conferencing. Using the real-time call flow and agent reporting, we were quickly able to pin point the customer complaint issues and improve agent performance by 20%. The system is simple to manage, flexible and very reliable and we are delighted with the UCX solution.’’ Shaune Ballinger, IT Manager, Dayco Australia.
The E-MetroTel UCX VoIP PBX and UC solution platform has been designed to be simple to deploy and easy to use. A single license per user provides customers with an all-in-one solution that brings together a rich set business telephony features and UC applications including integrated mobility, unified messaging, voice and video conferencing, call recording and reporting, contact center and IVR, support for SIP compliant telephones and cost effective SIP trunks. The UCX Call Center tools provide skills-based routing, overflow and load balancing, built-in IVR and text-to-speech, channel listen and whisper, real-time and historical reports and more.
“Our priority is providing our customers with a next-generation SIP-based VoIP and UC solution that removes the complexity and support challenges often experienced with legacy systems. By integrating VOIP PBX and UC applications in a single appliance server, we have gone beyond customer expectations with a truly innovative solution and we are thrilled to have been selected by Dayco.” Ardavan Nawaby, President and CEO, E-MetroTel.
E-MetroTel (emetrotel.com) is currently working with its partners to evolve existing customer IT networks and enable new UC applications, solutions and services.