ADP Selects Teloquent Interchange Multi-Channel Customer Interaction Management Solution; Customers Enjoy Increased Choices, Industry Leading Customer Service
BILLERICA, Mass.--March 6, 2002--ADP Dealer Services, in an initiative that builds upon a five year relationship with Teloquent Communications, has selected Teloquent(R) Interchange Server Release 5 to expand upon ADP's broad range of offerings available to 18,000 automobile dealerships and more than 30 vehicle manufacturers in 13 countries. Teloquent's network independent customer interaction management systems currently power ADP's 11 Avaya and Centrex North American regional support center locations, enabling standardized service levels, extensive call tracking and reporting, technology and resource sharing, and a fault tolerant distributed system with full disaster recovery capabilities. Through Teloquent's skills-based routing and built-in Interactive Voice Response (IVR) capabilities, ADP's Customer Choice Routing directs customers to the "local" regional support center, with the option to access any available qualified associate throughout North America. "ADP customers frequently prefer to stay in region for local statutory issues or to leverage established relationships with a local representative, but they also appreciate the Support Network's reach to tap a pool of over 600 agents for the quickest response," said Jim Foote, Director of Division Client Relations and Technical Services. "It's all about choices. Does the customer want to access ADP over the web or through a voice call? Do they want computer-based training or access to an online knowledgebase, or do they prefer a live agent? If the customer needs live interaction with an agent, the Teloquent system makes sure they get to an available person with the right skill sets to solve their problem in 60 seconds or less."ADP has achieved unprecedented customer satisfaction through Support Network. "We are winning more new business because of Support Network," says Bill Heffern, Vice President of Client Relations. "Teloquent allows us to provide a contractual guaranteed service level agreement for our dealers, which is a powerful unique offering that elevates ADP above the competition."
"Quality has gone up 15 to 18% per year," said Foote. "Two years ago, we had the highest customer satisfaction in our history. We surpassed that level last year and are on track to break the record again this year. Release 5 will allow us to continue to decrease overall infrastructure expense, while increasing productivity and customer choices through offerings such as web chat and call back capabilities."
Bruce Bower, Teloquent President and CEO, comments, "ADP Dealer Services is a visionary industry leader because they really do focus on the big question, `how can we better serve our customers?'. This focus brings continual customer communication and interaction from which they then combine people, process and new offerings to deliver on their goal of providing outstanding service and support. We are proud that our technology enables ADP to drive such high levels of customer service economically."
Foote added that Teloquent's long term vision and strategic direction mapped well to ADP requirements. "Teloquent listens to customer needs and implements technology to meet those needs. It is more of a partnership than a vendor - customer relationship. There is a strong sense of trust between the companies."
About ADP Dealer Services
ADP Dealer Services provides integrated computing solutions to more than 18,000 automotive and truck dealers throughout the United States, Canada and Europe. ADP Dealer Services Group is the third largest business unit of ADP. ADP, with approximately $7 billion in revenues and more than 500,000 clients, is one of the largest independent computing services firms in the world. More information on ADP Dealer Services is available via the Internet at www.Dealersuite.com. The ADP logo is a registered trademark of ADP of North America, Inc.
About Teloquent
Teloquent markets an industry leading multi-channel router, equipped with open architecture APIs to leverage existing voice and data infrastructure and enabling rapid migration to best-of-breed solutions. Teloquent Interchange integrates all communication channels and customer relationship management (CRM) applications on the desktop, creating a unified contact center to increase customer service representative productivity and responsiveness. Teloquent enables customers to maximize sales, service and customer loyalty. Founded in 1989, Teloquent applied its call center experience to develop its customer interaction platform to leverage existing telephony, information technology and Web infrastructure. For more information, visit www.teloquent.com, or contact Teloquent via email at info@teloquent.com or telephone at 1-888-TELOQUENT.