How PDX succeeded

With ice Contact Center, PDX was able to migrate from OCS, to Lync, then to Skype for Business. The company finally decommissioned the old Avaya system, and upgraded from an existing Customer Relations Management (CRM) software to Salesforce. These new tools streamlined and automated many processes at PDX.

The monitoring, administration, and reporting capabilities within ice gave PDX valuable insight into contact center activities. This data helped PDX reorganize staffing schedules, decrease costs, reduce queue times and open new channels of communication. Donna Gizbert, Senior Vice President of Client Services, said, “We want to report back metrics that allow us to convince customers that we’re delivering a high level of service. With ComputerTalk’s tools, we are ableto dothat.”


Quality monitoring of live and recorded calls revealed that clients were highly satisfied with the new system, as they now had the convenience of communicating through voice, web chat, email, and instantmessaging.


Even though PDX’s motivation for changing its system was to improve customer service, the company saw another benefit. PDX’s Chief Technology Officer, Jarrod Johnston, anticipated a 3-year return on investment, despite delays in replacing the Avaya PBX with the new system.

Solution

ComputerTalk’s ice Contact Center offered PDX an all-in-one solution that met the new business requirements.

  • Scalable to meet growing demand. ice Contact Center allows administrators to add support staff and queues as needed. Because it is flexible, highly customizable and user-friendly, ice Contact Center can meet changing business needs.
  • Seamless integration with Microsoft Skype for Business. iceContact Center is Skype for Business native, enabling seamless integration with Microsoft Skype for Business and Microsoft Office 365tools
  • Real-time monitoring and comprehensive reporting tools. ice Contact Center provides a real-time monitoring tool that provides supervisors with data about support staff, queues, and teams. It also providesacomprehensive report package with over 100 standard reports. PDX can now analyze trends and make well-informed short-term and long-termdecisions.
  • Supports unified communications. ice supports omnichannel communications, so clients can communicate with PDX using theirpreferred method.

 


Problems

The PDX call center was plagued by poor service times, a lack of monitoring and reporting, and the inability to support email and web chat. The entire organization was under pressure to become tightly integrated and more efficient. PDX’s Avaya system was not supplying the tools needed to satisfy changing and growing business requirements.

Avaya PBX issues.

  • Unable to meet rising customer service demand. PDX wanted a communications system that would meet changing businessrequirements.
  • Unable to leverage Microsoft Skype for Business. PDX wanted asolution that integrates with Microsoft Skype forBusiness.
  • Lacked monitoring and reporting tools. PDX needed metrics oncallcenter staff performance and queues in order to target areas ofimprovement.
  • Limited to voice. PDX wanted to leverage the different communication paths that Microsoft Skype for Business would bring – voice, email,instant messaging, and web chat.

 


PDX Background

pdx background

PDX Inc., located in Fort Worth, Texas, is a pharmaceutical software vendor. PDX discovered the benefits of unified communications in 2009, when it adopted Microsoft’s OCS 2007 for internal use. Since then, the company has upgraded to Lync and subsequently to Skype for Business.

However, despite being at the cutting edge of internal communications, PDX still relied on an Avaya PBX system for external communications. Even with six years of planning and a $100 million investment, PDX was unable to meet the growing level of support required to satisfy clients.