News : E-MetroTel UCX VoIP Improves Dayco's Customer Service and Support
Plano, TX, United States, Sept 8, 2014 -- Dayco, global provider 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.
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.
When Dayco's Australian contact center went unanswered and customer satisfaction plummeted, the company 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.
"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.
Posted by Veronica Silva Cusi, news correspondent
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E-MetroTel is an international company headquartered in Plano, Texas, near the Dallas metropolitan area. E-MetroTel provides simple and secure unified business communications solutions that consistently provides customer satisfaction and lowest total cost of ownership.The company's product line includes a wide range of telephony hardware and software to enable resellers and customers to implement turnkey unified communications solutions.
Published: Tuesday, September 9, 2014
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