Danka Adds NetByTel's Voice Self-Service to Its Call Center
ST. PETERSBURG, Fla. and BOCA RATON, Fla. - Danka Business Systems PLC has deployed NetByTel's voice-activated Service Request Line in its 180-person ISO certified 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.
NetByTel's voice-activated Service Request Line enables Danka's customers to request service on their office equipment.
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.
"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.