Japanese Eyeglasses Wholesale  Uses Avaya Solutions to Build Customer Loyalty by "Best Matching" Customers and Contact Center Agents

02 Apr 2013
Tokyo, JAPAN - Avaya, a global provider of business communications and collaboration systems and services, today announced that  Nagoya Gankyo Co. Inc., a Japanese eyeglasses wholesale is improving its customer service and strengthening relationships with its customers thanks to an Avaya contact center solution.
Nagoya Gankyo who is celebrating 50th anniversary is one of the first in the Japanese eyeglasses wholesale industry to use a catalog shopping contact center to do business with retailers. The wholesale company also sells its own brand pollen guard eyeglass, Skassy. With 22 contact center agents, Nagoya Gankyo's contact center takes inbound calls from retailers for order entries and inquiries as well as making outbound calls to sell Skassy.
As eyeglasses consists of number of parts and need to engage with many manufactures, an inquiry from retailer often resulted in multiple calls. Therefore, Nagoya Gankyo was looking for a solution to rout the call from a retailer to the agent who picked up the call last time. In addition, the company was looking for a flexible communication platform which enable to increase number of agents during the busy season by involving back office staffs for taking call temporally for Skassy or have an agent work from home in future.
Nagoya Gankyo selected Avaya contact center solution which enables flexible expansion with the contact center growth and for its ability to develop contact center applications locally based on the Japanese customers needs.
Using the latest sophisticated routing solution, CallRouting from Avaya, Nagoya Gankyo can automatically allocate dedicated contact center agents based on the retailer. As a result, there is less need for call-backs and transferring customers' calls to other agents, with resulted in strengthen relationships with retailers.
Nagoya Gankyo also deployed Avaya Agent MAP®, an application for contact center managers, which offers a visual representation of contact center agent status in the form of a seating map for all the agents’ PCs. By having all the agents, not only the managers to grasp the status of the contact center resulted in quick after call work and proactively picking up calls.  By using Agent Map’s message function to communicate with other agents or send out a message to all the agents at the same time, agents are sharing information without discontinue the call with customers.
The new system comprises of Avaya Aura® Communication Manager communication platform, the Avaya CMS (Call Management System) reporting tool, CallRouting, which is a contact center application for database routing created by the Avaya Professional Services team and specifically adapted to the needs of Japanese customers, Avaya Agent® MAP and the StationLink softphone for agents. It also includes 52 Avaya one-X® 9620 IP telephones.
Avaya, contact center, data base routing
About Avaya:
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
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Aya Sakata