"“Standardizing our telecommunications environment has made operations smoother and more efficient. In addition, the Alcatel-Lucent Enterprise solution has helped us to achieve our primary goal: enhancing customer service levels by answering incoming calls more efficiently, and dramatically lowering the number of missed or abandoned calls.”"

Göran Berglind, IT Project Manager, Mekonomen AB

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Mekonomen AB is a Scandinavian wholesale and retail business dedicated to making automobile maintenance and servicing simple and cost effective. They needed to introduce appropriate contact center technology to enhance call handling capabilities, and deployed Alcatel-Lucent contact center and IP telephony solutions to enhance customer call handling capabilities and improve communications across Nordic operations.

Challenges

Needed to replace multi-vendor telecommunications environment, that was difficult and expensive to maintain; Increasing traffic volumes limited existing telecoms network performance; Wanted to safeguard supply chain operations and enhance the customer experience; Needed to introduce appropriate contact center technology to enhance call handling capabilities

Benefits

A reliable, high-availability and scalable IP telephony solution links all Nordic operations and supports future business expansion; The IP solution works with a VPN to deliver a highly efficient voice and data solution, boosting productivity; Protects a mission-critical supply maximizing business continuity and safeguarding revenue; Response times to incoming customer calls have improved significantly, boosting the customer service delivery experience; Lowers telecommunication costs by eliminating charges for internal calls; A highly efficient contact center incorporates IVR technology to deal with all incoming customer inquiries

Alcatel-Lucent Solutions

Unified Communication, IP telephony, Contact Center

Alcatel-Lucent Products Deployed

8 Series IP Touch Phone,Compact Edition,DECT 300/400,OmniPCX Enterprise