Voxware Deploys Avaya IP Office to Manage IT and Communications Operations

Voxware has deployed Avaya IP Office for enhancing customer service capabilities and to help manage its Information Technology (IT) and communications operations. The company provides voice-automated software products to help businesses better manage their warehouses.

 

Its customers generally work in a time-sensitive warehouse environment where the management of logistics and inventory are very critical. Voxware’s (News - Alert) solutions enable these companies to use voice commands for verifying if their customers’ orders have been completed properly. This is more accurate than manual methods of order fulfillment.

 

Voxware software and services have to manage an entire cycle of warehousing needs requiring the maintenance of deadlines. Avaya (News - Alert) IP office communication system makes this possible and is especially designed for small- and medium-sized enterprises (SMEs). Voxware employees are easily accessible to customers 24/7.

 

The Avaya IP Office soft phone feature ensures connectivity between remotely located employees. It optimizes Voxware’s customer communications operation, providing companies with instant decision making and assistance availability. This is critical to companies dealing with perishable items.

 

“Our customers’ businesses are entirely dependent on schedules and deadlines, which means it is imperative that outages and problems are resolved quickly,” said Mike Nolan, IT manager, Voxware. “Avaya IP Office gives us the enterprise-level capabilities to be always on, and respond to customers dealing with deadline-oriented initiatives. We’ve already seen the number of late responses drop dramatically since deployment.”

 

Voxware was desirous of improving customer service and retention and hence selected Avaya IP Office after consultations with All Business Communications. The availability of a 24-hour support enables Voxware to take care of customers’ initiatives in less than 15 minutes.

 

Its employees will be able to handle all issues quickly from the support centers even if they receive calls throughout the day. Avaya IP Office helps Voxware to page several on-call and backup staff until calls are answered. Timely assistance is made available to customers as Voxware employees can be located easily with the new paging system.

 

Nolan added that Avaya offered the best functionality and investment level required by Voxware. It is most essential to constantly and instantly service customers and Avaya provides Voxware with an always-on communications facility.

 

Besides enhancing customer support, Avaya IP Office enables Voxware’s IT organization to manage its communications capabilities at its other offices in Cambridge, Massachusetts and Hamilton, New Jersey.