Pen Warehouse Case Study

EXCERPT: The Pen Warehouse take full business advantage of the functionality that Avaya IP Office provides: the system routes all incoming customer calls to their own designated account handler automatically, and at the same time the account handler is presented with full details of the customer's contacts via their contact centre. For new customers or customers held in a queue, the system imparts marketing information, which can be changed very easily to reflect updated offers, and by adding full call recording onto their system, customer calls are always recorded, so confirming the price of a verbally given quote has become something that is easily checked and never gets misplaced.

Says Pen, "We quickly realised that the Avaya IP Office system allowed us to make technology our servant, rather than our master, and by customising the system to suit our business, technology makes us money, rather than costing the earth."

To view the case study, you will need a pdf plugin and you can either click on the graphic or access the case study here (opens new window).

Contact Telefonix Voice & Data