Siemens’ Customized Call Center Solutions Improve Customer Service for Copier Company Through Enhancements to Communications Continuity and Employee Availability
Siemens Communications, Inc. (NYSE: SI) today announced that NovaCopy Incorporated, one of the Southern United States’ fastest growing copier and reproduction technology suppliers, has chosen Siemens to upgrade its call center communications infrastructure. Siemens’ open, mobile communications solutions have streamlined NovaCopy’s business processes, reduced its administrative costs and improved its customer service and company sales.
“We were looking for a system that could handle our small call center with features for big call centers that we could use as we grow,” said Darren Metz, CEO of NovaCopy. “We also want to maintain a personal touch with our clients no matter how large we become. Siemens enabled us to do both.”
Siemens’ flexible configuration options, its advanced call routing features and its ease of use convinced NovaCopy to choose Siemens over all other competitors. The company implemented Siemens Open Communications solutions at three locations: Memphis, Tenn., Dallas, Texas, and its headquarters in Nashville, Tenn. The solutions improve collaboration of agents and resources across all three locations while presenting customers with a single interface no matter which location they call.
Siemens HiPath ProCenter automatically routes customer calls based on where the call originated, and will soon be enhanced to route calls based on NovaCopy’s customer database, increasing the number of customer contacts resolved on the first call. A HiPath Xpressions Voice Messaging System enables NovaCopy’s mobile workforce to offer callers the option of transferring to employees’ cell phones, improving productivity and customer service through the ability to serve customers anytime and while on the go. A Siemens HiPath 3000 Real-Time IP Communications System provides interoperable, open architecture that supports analog, digital, IP and SIP endpoints. The system provides access to best-of-breed applications, as well as best-in-class resiliency and redundancy for communications continuity.
Siemens has the flexibility and capacity to quickly add new features to NovaCopy’s existing infrastructure and maintain NovaCopy’s single-system image, said Phil Scandroli, Senior Enterprise Account Manager with Black Box Network Services, Siemens’ business partner that supplied Siemens technology to NovaCopy. “Siemens understands that growing businesses can succeed or fail based on their responsiveness to customers, which makes them a good fit as a partner,” he said.
NovaCopy selected Siemens’ customized contact center solution because Siemens’ open, standards-based, interoperable architecture enabled NovaCopy to meet its business needs through top-of-the-line technology, said Rick Fitzgerald, Vice President and General Manager for Siemens’ Channel Solutions Group. “Siemens’ centralized systems lower costs and provide maximum flexibility, scalability and manageability with superior mobility, security and performance,” he said. “Through Siemens’ Open Communications philosophy, we enable mobile enterprise users to optimize their legacy equipment and take full advantage of technology, to benefit them and their customers.”
Siemens AG (NYSE:SI) is one of the largest global electronics and engineering companies, with reported worldwide sales of $96 billion in fiscal 2005. Founded nearly 160 years ago, the company is a leader in the numerous fields, including medical technology; power systems; automation and control systems; transportation; information and communications; lighting; building technologies; water technologies; and services and home appliances. Based in Munich, Siemens AG and its subsidiaries employ 460,000 in 190 countries. Eleven of Siemens’ worldwide businesses are based in the United States and are supervised from Siemens’ U.S. corporate headquarters in New York City. Siemens’ American operations produce annual sales of $18.8 billion, and employ approximately 70,000 people in all 50 states and Puerto Rico. For more information on Siemens in the United States, visit www.usa.siemens.com.
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