Case Study: Waterford Wedgwood USA Sparkles With Teltronics OMNIWorks

Waterford is the leading brand of premium crystal in the luxury lifestyle market. Headquartered in Ireland, the company was originally established in 1783 near the harbor town of Waterford. The founders of this organization wanted to create the finest quality crystal, and now their vision is a solid reality. Products for Waterford extend beyond crystal and now include other upscale product lines such as fine china, table and bed linens, stainless flatware, writing instruments and candles. Waterford Crystal has merged with, as well as acquired, several other companies over the years. The name Waterford Wedgwood was established in 1986, when Waterford Crystal and Wedgwood merged. Wedgwood is known for its beautiful pottery and ceramic pieces. Merging these two companies added complementary products to Waterfords portfolio. Currently, Waterford Wedgwood has a presence in more than 80 countries, including a U.S. office in Wall, N.J., and internationally employs more than 9,000 people. In addition to offices, the Wall facility also houses a large contact center for Waterford Wedgwood USA.

The Challenge

To properly accommodate customer needs due to the diversified product line, Waterford Wedgwood USA required an updated telephone and customer contact management system that handled the increased volume of incoming calls, answered calls in a timely manner, had customer information readily available, had reporting mechanisms to indicate call abandonment rate, tracked peak call times, and could be maintained and upgraded cost-effectively. It wanted the assurance that its customers were handled quickly and received the care and attention deserved.

The Situation

The new system needed to serve as a telephone switch, with call center capabilities, and to give customers an effective/efficient level of service with less call abandonment, adecrease in the wait time to speak to an agent, personalized service and more.

Why Teltronics?

A long-time Teltronics customer, Waterford did its due diligence and investigated other telecommunications products from various companies. After comparing several products, Waterford found that the Teltronics 20-20 switch with the OMNIWorks Customer Contact Management System met all of its requirements in addition to sporting some extra features that are standard to the system. Those include:

The Results

With the Teltronics OMNIWorks Call Center Solution, Waterford gives its customers the high level of service they deserve by quickly and efficiently routing calls, faxes and e-mails to the right agent the very first time. The Teltronics 20-20 Digital Switch and OMNIWorks Customer Contact System allow Waterford to provide a significantly better level of service to its customers, states Mike Rossi, telecommunications manager for Waterford Wedgwood USA. Additionally, Rossi said about Teltronics personnel, The quality of support is outstanding and whenever we need them they are there for us. Teltronics delivered the solution we needed.

Waterford Wedgwood utilized the OMNIWorks solution and successfully reached the milestone of more than one million contacts in the form of calls, e-mails and faxes.

Rossi added, We are very pleased with the performance and reliability of our Teltronics OMNIWorks Contact Center solution and excited that we reached the millionth contact mark.

Delivering superior customer service and dependability, OMNIWorks Contact Center solution quickly connects customers to the right resource, manages the interaction and provides the reports and tools needed to optimize contact center operations.

The OMNIWorks Contact Center solution enhanced Waterford Wedgwoods customer experience by providing unmatched contact center efficiency, said Richard Begando, executive vice president of sales and marketing for Teltronics. OMNIWorks robust capabilities maximize any contact centers resources while streamlining its operations.

Rossi added that OMNIWorks full set of multimedia capabilities makes Waterford Wedgwoods call center operation run more efficiently; resulting in a much more successful and profitable call center.