Gtech Sweeps Five-Star Customer Service With Avaya IP Office

GUILDFORD, UNITED KINGDOM--(Marketwired - October 12, 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 IP Office solution. With profits tripling in the past year, 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.

Founded in 2001, 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. As a result, Gtech has been able to consistently achieve five-star customer service reviews.

Having a happy customer support team, as well as customers, is crucial to Gtech's business, and Avaya's technology has allowed Gtech to balance out its workflows and equip its teams with the best possible information and tools to effectively communicate with customers and improve overall satisfaction. For example, when employees are out of the office they can now programme their desk lines to ring their mobiles, enabling them to respond to messages more quickly. The move to an IP-based system has also reduced telephony costs for the company.

The Avaya IP Office platform is one of the most widely-sold unified communications solutions for small and midsize businesses available in the market today, allowing them to create the most value through every customer interaction. The solution is easily scalable allowing users to expand to 3,000 users and a single site or up to 150 locations, making it completely flexible for growing companies.

Quotes

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."