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FANUC Robotics Selects Avaya IP Contact Center Solutions to Turn Customer Service Into a Competitive Asset
The World's Leading Provider of Industrial Robotics Uses Avaya Applications to Manage Growing Demand, Improve Responsiveness and Raise Customer Satisfaction
| Source: Avaya Inc.
BASKING RIDGE, NJ--(Marketwire - May 19, 2008) - FANUC Robotics America, Inc., the world
leader in industrial robots, has turned its customer care operations into a
competitive business asset with an Internet Protocol (IP)-based contact center solution from Avaya
Inc.
FANUC Robotics America, based
in Rochester Hills, Michigan, provides intelligent robot solutions to
businesses around the world. This includes large auto manufacturers that
use robotic arms to assemble, weld and paint cars, and small and mid-size
industrial companies which use the company's units to pick products, pack
boxes, and handle other applications. When the company experienced rapid
growth and increased demand, new challenges began to tax FANUC Robotics
America's customer care team, which could cause lengthy wait times when
customers called for support.
The company took swift action to improve performance by transforming its
customer care operations with an Avaya IP contact center solution powered
by Avaya Communication
Manager IP telephony software. Additionally, an Avaya Call Management
System provided the FANUC Robotics America care team with the information
and management tools needed to analyze performance quickly, and make fast
and effective improvements.
"Our call volume grew by an estimated 10 percent in 2006 alone, with more
than 120,000 customers calling us for parts or technical support," said Joe
Cvengros, director of the Customer Resource Center for FANUC Robotics
America. "We've continued to address demand while improving our
responsiveness, and with new solutions from Avaya, customer wait times
decreased dramatically. Now, 99 percent of our calls are answered in 15
seconds or less."
They also rely on Avaya Interaction
Center, a critical contact center application that enables FANUC
Robotics America to improve responsiveness, despite growing call volumes.
The software can segment highly-skilled engineers in customer support by
their area of specialty. This enables incoming calls to be quickly routed
to individuals most familiar with a particular robot or problem. In
addition, Interaction Center provides screen pops containing profile
information on each customer, which helps engineers deliver a more
personalized and productive response.
"Through smarter routing and screen pops, we're able to handle more
customer inquiries with the same number of agents," Cvengros said. "For
example, if a customer calls back within 36 hours, they are automatically
routed to the same agent for follow up. They don't have to repeat the
background on their issue. We can get them to the same exact agent, even
if it's a different day."
IP telephony also makes FANUC Robotics America a more attractive employer
to engineers and specialists. Avaya IP Agent Softphone, for instance, lets
engineers easily log into the company's contact center operations from a
home office or remote location using a virtual representation of a phone
console right on their PC. This makes it easier to recruit top talent for
the FANUC Robotics America Customer Resource Center team, since engineers
are not required to relocate.
Most importantly, Avaya's intelligent communications solution has helped
FANUC Robotics gain significant improvements in customer satisfaction.
"We conduct annual surveys of how our care team is performing and whether
we're meeting customer expectations," Cvengros said. "The results show
that our investment in contact centers has paid off with significant
increases in response times and satisfied customers."
About Avaya
Avaya delivers Intelligent Communications solutions that help companies
transform their businesses to achieve marketplace advantage. More than 1
million businesses worldwide, including more than 90 percent of the FORTUNE
500®, use Avaya solutions for IP Telephony, Unified Communications, Contact
Centers and Communications-Enabled Business Processes. Avaya Global
Services provides comprehensive service and support for companies, small to
large. For more information visit the Avaya Web site: http://www.avaya.com.
About FANUC Robotics
FANUC Robotics America, Inc. designs, engineers and manufactures industrial
robots and robotic systems for a wide range of applications including arc
and spot welding, material handling (machine tending, picking, packing,
palletizing), material removal, assembly, paint finishing and dispensing.
The company also provides application-specific software, controls, vision
products, and complete support services. After 25 years of success, FANUC
Robotics maintains its position as the leading robotics company in the
Americas. A subsidiary of FANUC LTD in Japan, the company is
headquartered in Detroit, and has facilities in Chicago; Los Angeles;
Charlotte, N.C.; Cincinnati and Toledo, Ohio; Toronto; Montreal;
Aguascalientes, Mexico; and Sao Paulo, Brazil. Over 190,000 FANUC robots
are installed worldwide. Contact FANUC Robotics at www.fanucrobotics.com
or by calling 248-377-7000.