Danka Adds NetByTel's Voice Self-Service to Better Serve & Satisfy More than 80,000 Call-in Customers Every Month.ST. PETERSBURG Petersburg, city (1990 pop. 38,386), politically independent and in no county, SE Va., on the Appomattox River; inc. 1850. A port of entry and an important tobacco market, it has industries producing chemicals, pharmaceuticals, furniture, structural steel, lumber, & BOCA RATON Boca Raton (bō`kə rətōn`), city (1990 pop. 61,492), Palm Beach co., SE Fla., on the Atlantic; inc. 1925. Boca Raton is a popular resort and retirement community that experienced significant industrial development in the 1970s and 80s. , Fla. -- Speech Recognition Technology Is Faster, Friendlier & More Cost-Efficient Way to Manage Expanding Call Levels Danka Business Systems PLC (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on : DANKY) and NetByTel, Inc. today announced that Danka has deployed NetByTel's voice activated activated a state of being more than usually active. In biological systems this is usually brought about by chemical or electrical means. Commonly said of pharmaceutical and chemical products. Service Request Line in its 180-person ISO (1) See ISO speed. (2) (International Organization for Standardization, Geneva, Switzerland, www.iso.ch) An organization that sets international standards, founded in 1946. The U.S. member body is ANSI. certified See certification. call center located in St. Petersburg, Fla. Danka's Customer Support Center currently handles more than 80,000 call-in customers every month, of which NetByTel is already managing more than 65,000 request calls. Customers choose to do business with companies that provide the products and service they need and deliver an outstanding experience. Customers expect excellent service and will quickly abandon a business relationship when service quality does not live up to their expectations, even when the products are adequate. NetByTel's voice activated Service Request Line enables Danka's customers to request service on their office equipment in a faster, friendlier and more cost efficient way delivering on the Danka customer's expectations. In addition, by utilizing NetByTel's voice-activated Service Request Line to handle all of the basic calls, Danka's customer service agents will be able to spend more time on complex calls furthering the customer experience. This enables call-in customers to have their service requests handled more efficiently and in less time. Danka's success rate is one of highest of any in the speech industry. The combination of Danka's knowledge of the customer and NetByTel's human factors experience combined to create one of the best applications deployed today. Only a handful of the callers truly have difficulty using speech as input, and they are transferred to customer service representatives early in the call. "Danka's Customer Support Center is the 'crown jewel' within our organization, and the success of NetByTel's Service Request Line is a key component in realizing our call center strategy," said Michael P. Holohan, vice president of customer operations for Danka. "Best of all, NetByTel's solution enables Danka to better satisfy increasingly demanding customers while decreasing costs through operational efficiencies." One of the items Danka saw as a key differentiator for NetByTel was the company's investment in research and development. "NetByTel has made a significant investment in product development, and continues to improve their product to make sure it delivers solutions that address real-world business challenges," said Holohan. "We are extremely pleased to have partnered with Danka to help them better service their customers in this increasingly competitive marketplace," said Ken Jackowitz, NetByTel's executive vice president & chief customer officer. "We understand that Danka's primary goal is to provide nothing less than superior service each and every time they interact with a customer, and NetByTel is excited to be a part of that strategy." "NetByTel's unique Service Request Line maintains a superior level of recognition accuracy considering the amount of responses that can be generated, while allowing the caller Caller may refer to one of the following:
(2) In data entry operations, to compare the keystrokes of a second operator with the data entered by the first operator to ensure that the data were typed in accurately. See validate. product and account information and indicate what problem they are experiencing. The service request is then submitted, and the customer is called back with the service date and time. Certain types of calls are automatically routed to a 24/7 live agent, including customers with priority service contracts and duplicate DUPLICATE. The double of anything. 2. It is usually applied to agreements, letters, receipts, and the like, when two originals are made of either of them. Each copy has the same effect. accounts at a single location." "NetByTel also offered the added benefit of being a managed speech solution, which allowed Danka to quickly get the Service Request Line up and running in less than 60 days. It also eliminated the need for Danka to make any capital investment in hardware or software and assures that it is running the most state-of-the-art speech recognition technology under the watchful watch·ful adj. 1. Closely observant or alert; vigilant: kept a watchful eye on the clock. See Synonyms at aware, careful. 2. Archaic Not sleeping; awake. eye of NetByTel's highly skilled and experienced staff," said Jackowitz. About Danka: Danka delivers value to clients worldwide by using its expert technical and professional services (job) professional services - A department of a supplier providing consultancy and programming manpower for the supplier's products. to implement effective document information solutions. As one of the largest independent providers of enterprise imaging systems and services, the company enables choice, convenience, and continuity. Danka's vision is to empower empower verb To encourage or provide a person with the means or information to become involved in solving his/her own problems customers to benefit fully from the convergence of image and document technologies in a connected environment. This approach will strengthen the company's client relationships and expand its strategic value. For more information, visit Danka at www.danka.com. About NetByTel: NetByTel(R) delivers the best telephone self-service experience for callers. NetByTel solutions use speech recognition to answer calls that are currently handled by a live agent, providing its clients with several competitive and bottom line advantages, including increased revenue opportunities, reduced operating expenses Operating expenses The amount paid for asset maintenance or the cost of doing business, excluding depreciation. Earnings are distributed after operating expenses are deducted. , increased gross margins and 24 x 7 service availability. As an industry leader in speech recognition call center software, NetByTel provides a true multi-channel leverage point for its wide variety of retail, catalog catalog, descriptive list, on cards or in a book, of the contents of a library. Assurbanipal's library at Nineveh was cataloged on shelves of slate. The first known subject catalog was compiled by Callimachus at the Alexandrian Library in the 3d cent. B.C. , direct response, publishing, travel/hospitality, finance and manufacturing clients. For more information, visit the Company Web site at www.netbytel.com. NetByTel, the NetByTel logo and VoiceServ are trademarks of NetByTel, Inc. All other products or services mentioned are the property of their respective holders. Danka is a registered trademark and TechSource is a trademark of Danka Business Systems PLC. |
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