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LexisNexis Martindale-Hubbell® Uses Avaya Contact Center Solutionto Deliver Superior Customer Service

08-06-2003
  • Dramatically improves response times, reduces abandonedcalls

Avaya Inc. (NYSE:AV), a leading global provider of communicationssolutions and services for businesses, today announced that it hasimplemented a new communication system that will facilitateenhanced customer service from LexisNexis Martindale-Hubbell, theleading client development company for the legal profession.

Avaya Inc. (NYSE:AV), a leading global provider ofcommunications solutions and services for businesses, todayannounced that it has implemented a new communication system thatwill facilitate enhanced customer service from LexisNexisMartindale-Hubbell, the leading client development company for thelegal profession.

A 130-year-old firm headquartered in New Providence, N.J.,Martindale-Hubbell is the number-one resource for information aboutthe worldwide legal profession. The Martindale-Hubbell LegalNetwork is powered by a database of more than 1 million lawyers andlaw firms.

As part of a company-wide initiative to "raise the bar" incustomer service, Martindale-Hubbell turned to Avaya for help inimproving its responsiveness to the 150,000 attorneys and businessexecutives who contact the company each year for information andsupport.

"Effective time management is very important to our customers,and they want to conduct service transactions as quickly aspossible," said John Mattheson, director of customer relations andtechnical support for Martindale-Hubbell. "They want an easy way toget accurate information so that they can get back to their primaryfocus-their law practice or business."

Designed and implemented by Avaya Global Services, Avaya'ssolution for Martindale-Hubbell included a new Avaya Contact Centerwith innovative call distribution and routing technology that hashelped the firm boost agent effectiveness and productivity. In thefirst month of operation, Martindale-Hubbell's technical supportgroup reduced the time it took to answer a call by half andincreased the number of calls handled by 35%. Its customerrelations team had a similar experience, with a 30% improvement inresponse times and a 60% reduction in abandoned calls.

Not only are calls handled more quickly, they also are handledmore appropriately. Skills-based routing allowed Martindale-Hubbellto integrate formerly discreet services groups, while stillmatching incoming calls with the agent best able to handle them. AnAvaya Call Management System gives supervisors the data they needto review calling patterns, manage staffing levels and monitorresults — all geared toward delivering the service customersrequire.

The Avaya system has also helped Martindale-Hubbell reduce thecost of its marketing campaigns. "We no longer have to establish anew 800 number for each campaign," Mattheson said. "Instead, wesimply establish an extension number. That gives us what we need totell who is calling and why — and to capture the marketintelligence that is so critical to our business."

A new communications infrastructure
In addition to its new contact center, Avaya installed a newcommunication network for Martindale-Hubbell that serves the nearly900 employees at its headquarters facility and two nearbyoffices.

A new Avaya S8700 Media Server supports two of the sites and islinked via Internet protocol (IP) trunking to an existing AvayaDEFINITY® Server located at the third. The media server distributesAvaya Communication Manager to each of the three locations,delivering more than 500 distinct telephony features — frommessaging and meet-me conferencing to malicious call tracing andemergency call override.

About Avaya
Avaya Inc. designs, builds and manages communications networks formore than 1 million businesses worldwide, including 90 percent ofthe FORTUNE 500®. Focused on businesses large to small, Avaya is aworld leader in secure and reliable Internet Protocol (IP)telephony systems and communications software applications andservices.

Driving the convergence of voice and data communications withbusiness applications — and distinguished by comprehensiveworldwide services — Avaya helps customers leverage existing andnew networks to achieve superior business results. For moreinformation visit the Avaya Web site: http://www.avaya.com

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