ADP cuts telephone call response times and reduces operational costs by installing solution from xstreammedia
xstreammedia has supplied and installed a new telephone system for ADP, a leading supplier of Employer Services throughout Europe and the world. ADP sites in the UK; Kingston, Staines, Manchester and Birmingham, between them employing 500 associates, now have an Avaya INDeX 1000 system with a range of features including centralised operator and messaging, custom reporting, call queuing and hot desking facilities.
Graphical reporting tools and integration with the call despatch system has enabled ADP to funnel calls that can be answered quickly to an express line so that support associates are able to deal with calls more efficiently and customers spend less time queuing.
The new system also allows employees to log on from any phone within the network, so facilities like voice mail and call forwarding follow them around. This has enabled many ADP staff to work at split locations. Managers are now able to manage staff at different offices dividing their time between teams and support staff, are able to work from which ever office is most appropriate for ADP without the customers ever knowing the difference.
Sean Ennor, technology services manager commented, “ADP is a service company and we rely on our telephone system. By replacing our legacy system with the fully integrated voice and data solution from xstreammedia, we have cut our maintenance overheads and improved the quality of our service to our customers. xstreammedia had a proven solution and demonstrated that they understood our requirements and business drivers. They have provided excellent support throughout the implementation and roll-out.”
Clive Morris, managing director at xstreammedia commented, “As a service company ourselves we understand the commitment that ADP has to its customers. In turn, xstreammedia is committed to helping our clients harness voice and data technology to result in better relationships with their own customers using any medium.”
There is a case study available which gives more details of the benefits gained by ADP. For a copy call Andreina West on 01491 636191
Notes to Editors
xstreammedia was formed as a result of the merging of four companies with the collective aim of delivering eBusiness solutions that take full advantage of the economies to be gained by the convergence of Voice and Data systems. xstreammedia is focused on the delivery of cost effective eCRM solutions to small and medium sized enterprises (SMEs) with its flagship product XeRM.
XeRM empowers SMEs by providing multimedia contact centre technologies for the normal workplace at a realistic price. The company specialises in helping organisations through every step of integrating voice and data systems ensuring that they are able to provide fast, effective customer service.
For more information visit: http://www.xstreammedia.co.uk
Tel: 01784 885200
Andreina West/Mary Phillips
PR Artistry Ltd
Tel: 01491 636191
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