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Advantech (News - Alert), a provider of embedded computing products and solutions for healthcare, retail and other industries, has boosted productivity and improved customer service through new contact center and unified communications solutions from Nortel (News - Alert).

 

Operating an extensive distribution network across Asia, Europe and North America, Advantech experienced steady growth, which presented challenges to its aging communications system. The company has a widely distributed customer base and highly mobile employees that were not always easy to locate for handling the enquiries of the customers who called the contact centre.

 

Nortel Contact Center and Unified Communications (News - Alert) solutions enabled Advantech to empower customers and employees who leverage faster, smoother communications to collaborate more effectively than ever. Thanks to Nortel, customer calls are now automatically routed, linking with unified communications capabilities to quickly connect them with the right Advantech customer service staff.

 

Unified communications enables efficient collaboration among Advantech’s employees regardless of geography, said Nortel.

 

Eric Chen, director, Information Technology Division of Advantech explained that their business is based on providing high-tech computing solutions, but their customer service has been low-tech in the past due to limited communication and collaboration capabilities.

 

The Nortel Contact Center solution has brought Advantech’s customer care into the 21st century, and Nortel's Unified Communications solution has empowered their increasingly mobile employees to collaborate anywhere, any time. This lets them worry less about technology and more about delivering exceptional service to Advantech’s valued customers.

 

As the first line of customer contact, it's critical that every company provides a welcoming, efficient and effective contact center experience, emphasized Y.K. Tsai, general manager of Nortel Taiwan.

 

Nortel's full-featured contact center solution helps Advantech give its customers a first-rate experience, backed by unified communications capabilities that ensure employees are available to customers, and to each other, no matter where they are. Taking the complexity out of communications, Nortel’s solutions allow Advantech to focus on building its business.