ADC's New Virtual IP Call Centre Goes Live Around the World.Business Editors/High-Tech Writers MINNEAPOLIS & LONDON--(BUSINESS WIRE)--Dec. 12, 2002 ADC (1) See A/D converter. (2) (Apple Display Connector) A peripheral connector from Apple that combines digital video display, USB and power in one cable. (Nasdaq:ADCT ADCT Adaptive Discrete Cosine Transform ; www.adc.com) today announced the "go live" phase of the company's new virtual IP call centre providing seamless integration An addition of a new application, routine or device that works smoothly with the existing system. It implies that the new feature or program can be installed and used without problems. Contrast with "transparent," which implies that there is no discernible change after installation. of its global technical support and customer service activities. The solution, deployed by Minneapolis-based Norstan (Nasdaq:NRRD NRRD National Royal Rangers Department (international ministry) ), is based on state-of-the-art Voice-over-IP (VoIP) technology. The new system links ADC's network of worldwide technical assistance centres (TACs) with the same common functionality for the first time and is designed to ensure 24-hour support to ADC customers around the world. "By implementing this new technology, we have established a virtual contact centre whereby customers are routed automatically to the most appropriate agent to deal with their call, no matter where the agent in question is physically located," said Jeff Korkowski, vice president of Customer Service at ADC. "The system will also be able to route e-mails and provide web 'click to chat' functionality, which opens up new opportunities for enhanced customer service in the future." In addition to seamless integration of calls around the world, the new system provides other benefits such as real-time reporting on the number and origination of calls and the type of query. This facilitates the more effective management of staffing levels and expertise requirements at ADC facilities at any given time. Web-enabled self-help facilities also reduce call waiting times for customers, as well as reduce cost of ownership for ADC. Other advantages include advanced disaster recovery capabilities and the increased potential for agents to telecommute See telecommuting. , if necessary. ADC currently has more than 200 customer service employees worldwide split evenly between engineering and account specialist roles. They are based at facilities in Brussels, Belgium; Dusseldorf, Germany; Beijing and Shanghai, China; Singapore; Mexico City Mexico City Spanish Ciudad de México City (pop., 2000: city, 8,605,239; 2003 metro. area est., 18,660,000), capital of Mexico. Located at an elevation of 7,350 ft (2,240 m), it is officially coterminous with the Federal District, which occupies 571 sq mi , Mexico; and in Raleigh, N.C.; Richardson, Texas Richardson is a suburb in Dallas County and Collin County, Texas. As of the 2000 census, the city had a total population of 91,803, while according to a 2006 estimate, the population had grown to 99,200. ; Tustin, Calif.; and Westborough, Mass. ADC has a long history of providing its customers with unparalleled customer service. Additional customer service improvements include new Web tools at www.adc.com. These tools are designed to simplify Web navigation for adc.com users and enable them to obtain information and order ADC products quickly and efficiently. About ADC ADC is The Broadband Company(TM). ADC offers high-quality, value-added solutions of network equipment, software and systems integration services that enable communications service providers to deliver high-speed Internet See broadband. , data, video and voice services to consumers and businesses worldwide. ADC (Nasdaq:ADCT) has sales into more than 100 countries. Learn more about ADC Telecommunications, Inc. at www.adc.com. |
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