Texas-based turf irrigation control support improves already outstanding customer satisfaction level after UNIVERGE® deployment
IRVING, TX, June 18, 2009 — NEC Unified Solutions, Inc. (NEC), a leading provider of enterprise business communications, today announced that TORO National Support Network (NSN) is now better able to remotely assist customers using NEC’s UC for Business solution, resulting in customer satisfaction levels at more than 90 percent.
TORO NSN’s call center handles troubleshooting and maintenance for customers using TORO’s turf irrigation computer systems. With the guidance and expertise of Batts Communications, an authorized NEC dealer, TORO upgraded its UNIVERGE® NEAX 2000 to the UNIVERGE SV8300 IP communications server to support its move toward an all-IP call center environment. TORO chose NEC’s UC for Business (UCB) unified communications application to enhance the NSN contact center’s performance and reporting capabilities. TORO’s UCB provides communications management, streamlines administration and allows the company to handle the real-time demands of its call center.
“The SV8300 affords us the efficiency of an IP contact center environment, while UCB provides us excellent agent productivity tools and thorough, up-to-date reporting. Since we receive up to 300 calls per day in peak season, it is very important for us to have a flexible contact center and a high-quality voice system with clear visibility into our business results,” said Dave Smith, customer service manager, TORO NSN. “The system makes managing our communications quick and easy while UCB gives us call visibility which lets us be an efficient world-class call center.”
In addition to providing advanced contact center functionality, NEC’s deployment at TORO NSN offers unified messaging, mobility and desktop telephony applications. Desktop monitoring software allows TORO NSN to easily supervise incoming calls and prioritize those that need to be addressed immediately to create an efficient call queue. The SV8300 can be fully utilized to run in a pure IP environment, which allows TORO NSN to meet its current communications needs with advanced technology, but also lays the foundation for future growth, protecting its technology investment.
“By choosing the UNIVERGE SV8300 and UCB, TORO NSN is providing its call center employees with the tools they need to make decisions and respond to customers quickly and knowledgeably,” said Larry Levenberg, vice president and general manager, National Channel for NEC. “With the help of Batts Communications and NEC, TORO now enjoys a simplified administration environment and improved reporting, which in turn has a positive impact on the company’s ability to satisfy customers.”
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About NEC Unified Solutions
NEC Unified Solutions helps companies unify their business communications through innovative software, applications, development tools, and services. NEC offers a complete portfolio for unified communications, wireless, voice, data and managed services, as well as systems integration and application development. NEC Unified Solutions serves as the North American communications integration arm of global giant NEC Corporation for Fortune 1000, as well as small to mid-sized businesses in vertical markets such as hospitality, education, government, and healthcare. For more information, visit www.necunified.com.
NEC and UNIVERGE are registered trademarks of NEC Corporation.
About TORO NSN
TORO NSN provides comprehensive technical support and priority component and system replacement for its large turf irrigation control customers including superintendents and managers of private and public golf courses, municipal parks, sports complexes and facilities. TORO NSN offers fast system troubleshooting, problem-solving, remote diagnostics and friendly advice. You can count on TORO NSN. For more information, visit www.TOROnsn.com.