Unified communications solutions provider AltiGen Communications, Inc. recently announced that Milwaukee Electric Tool Corporation has deployed AltiGen's MaxACD contact center solution for Microsoft Lync.
Milwaukee Electric Tool Corp. manufactures and markets more than 500 heavy-duty, power tools, hand tools and 3,500 accessories for professional users worldwide. The company, which is known for its state-of-the-art technologies and sophisticated manufacturing techniques, is a subsidiary of Techtronic Industries Co. Ltd, whose brands include such products as Ryobi, AEG power tools, Homelite, Royal, Dirt Devil, Regina and VAX floor care appliances.
In 2010, the company began a corporate shift: seeking to change its IT expenditures from being cost centers to strategic company assets that would improve customer service. As a result, the company replaced its old Siemens PBX telephone infrastructure and replaced it with Microsoft Lync to provide PBX, IM, conferencing and collaboration capabilities across the enterprise. The two companies outlined the transition in a press release.
Next, the company required a new call center solution, but it needed one that would successfully complement the company's Microsoft technology investment. AltiGen provided that solution, says the company, which has now unified all service operations using AltiGen's MaxACD contact center for Lync. Using the contact center's skills based routing, callers are identified and connected to the agent best qualified to provide support across Milwaukee Electric Tool's nationwide network of service centers. Thanks to priority queuing, customers receive the best possible support, from the right agent at the right time.
In addition to making the best use of AltiGen's next-generation routing, Milwaukee Electric Tool's contact center managers also routinely use applications such as MaxSupervisor and MaxInsight to monitor interaction with a customer in real time, and make staffing adjustments as necessary.
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