KNM Transport, a full service transportation company located in San Diego, CA, has adopted an advanced IP telephony solution from Avaya Inc.
Faced with a high volume of calls, which often require a good deal of time to complete, KNM Transport found its existing system of answering calls live, and asking callers to wait if the requested agent was busy, was falling short of the mark. The company received repeated complaints from customers who were placed on hold, then transferred several more times before finally reaching the right agent. It also needed a communications system that could provide cost-effective support for a growing number of remotely located employees.
Avaya IP Office, installed at KNM headquarters, has provided intelligent communications, connecting communications and business applications designed to give workers, customers and processes the ability to be linked to the right person at the right time. Now, KNM customers are routed automatically to the appropriate agent, with IP Office offering both callers and agents options to help ensure each call is handled promptly, efficiently and professionally. In addition, remote workers are now seamlessly connected to the office as if they were located just down the hall.
"Thanks to the flexibility of our IP Office system, we've seen a vast improvement in customer service, and a dramatic reduction in long distance charges by our remote workers," says Mark Goodacre, president of KNM Transport. "Our agents now have the information they need to prioritize the most important calls, and ensure that all calls get answered as quickly as possible."
Sold and installed by M-Comm Solutions, an Avaya BusinessPartner, Avaya IP Office is an office communication solution that brings together voice, data and communications applications for small and mid-size businesses. This converged communications system is designed to enable businesses to deploy an infrastructure that gives full-featured traditional voice functionality today and the choice to deploy or migrate to IP when needed. In addition to the voice and IP applications integrated into IP office, the solution provides customer contact center capability for up to 75 agents. Avaya has sold more than 46,000 IP Office systems worldwide.
Using the auto attendant feature of IP Office, callers are prompted to identify themselves as a customer, driver, dispatcher or other business. Based on this information, they are routed to the appropriate KNM Transport agent. With the PhoneManager Pro interface, agents can see which prompt the caller has selected, as well as useful caller ID information from the local service provider. If the agent elects to transfer the call to another agent, PhoneManager Pro lets the call be tagged with a short message so that the new handling agent has even more information on the caller. Another capability allows agents to grab an incoming call with higher priority than the one they are on by putting the current call on hold.
Avaya is based in Basking Ridge, NJ. For more information visit www.avaya.com.