abc distributing takes millions of calls per year, many of which are for orders and catalog requests.  As a multi-channel retailer, abc carries a high quantity of different product SKUs in concurrent catalogs.  abc experiences high peak season call spikes and has had difficulty in staffing and hiring efficiently and effectively for each peak season. Staffing was a major undertaking for the company. It was resource-intensive and costly.

abc chose Voxify Automated Agents to solve these problems. One of the first types of calls the company chose to automate was order calls for existing customers, enabling abc’s highly skilled call center agents to focus on more complex customer inquiries. As a result, the new Order Processing Agent and the subsequently added Catalog Request Agent now capture order calls and catalog requests at a fraction of the labor cost of a live agent.

Problem

• High call volumes
• Multiple active catalogs with extensive number of SKUs
• Staffing for peak season was resource intensive and expensive
• Shortage of workers in hiring peak season temporary staff
• IT resources and technology were a constraint

Solution

• Voxify Automated Agents for abc distributing
• Order Processing
• Catalog Request
• Deployed as a Hosted Managed Service

Benefits

• Staffing for peak season telephone orders and catalog requests are completely handled by Voxify Automated Agents
• Reduced labor costs for handling order calls
• More resources available to focus on complex customer inquiries