News : Gtech Sweeps Five-Star Customer Service with Avaya IP Office
Guildford, UK, Oct 11, 2016 -- Grey Technology (Gtech), a British firm that designs and manufactures cordless home and garden appliances, such as vacuum cleaners and garden tools, has implemented Avaya’s IP Office solution. The Worcester-based company - founded by the former Head of Product Development at Vax - wanted to meet rising demand, maintain its rapid growth and enhance the customer experience.
Gtech chose Avaya’s communications platform to ensure its call centre could respond to customers quickly and efficiently. Calls coming into the contact centre are now automatically routed to free agents with the most appropriate skills, ensuring fast service and a higher first resolution of queries. During peak times or if all agents are busy the calls can be directed to employees in other departments, enabling a higher level of customer service.
Nick Grey, Founder, Gtech "Giving our customers good service is very important to us. Avaya’s IP Office technology has helped us to support our customer advisors to enable them to answer calls and email fast. We aim to invest in the best possible facilities and see Avaya as a key partner."
Steve Rafferty, MD, UK Avaya "Gtech has seen first-hand the benefits of the Avaya IP Office platform. It has provided them with enhanced communication tools that we are able to scale up as their business grows. We are tremendously pleased this partnership has worked so well for their staff and customers."
Posted by Veronica Silva Cusi, news correspondent
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Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
Published: Thursday, October 13, 2016