Introducing the End User Spotlight

This week we are excited to bring a new feature to FierceVoIP. The End User Spotlight in the Feature section of the newsletter today is our attempt to bring you the unique perspectives of the companies who in the end take advantage of all the IP communication offerings our industry brings to market. By interviewing these companies about their recent product purchases and upgrades, we hope to glean some idea of what businesses are looking for when they bring on new VoIP, UC or other IP comm technology and what advantages and effeciencies they most appreciate once everything is up and running.

Today we're bringing you an interview with an executive from home appliance company Whirlpool. After recently acquiring Maytag, Whirlpool had the difficult task of integrating nine contact centers with approximately 1,900 agents on different customer service platforms into one system that could run efficiently. Using Avaya's contact center solution, Whirlpool added call-based routing, optimized call times and reduced costs by 12 percent in the first year and 10 percent in the second.

Don't miss our discussion in the Feature section below. In addition we welcome suggestions for future interviews whether you are a satisfied customer or you know one that has deployed an IP communications solution in the recent past. We'd love to hear from you and look forward to future installments of this feature. -Mike