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Case study: Paychex, Inc.

Paychex optimizes the customer experience

Paychex, Inc. is a recognized leader in the payroll, human resource, and benefits outsourcing industry, with a steadfast commitment to success and a record of achievement that continues a tradition of delivering excellence. Learn how Paychex relies on Cisco state-of-the-art communications to deliver on their customer service promise.

Summary

Challenges

  • Legacy communications system incapable of delivering quantifiable contact metrics
  • Unable to support client communications mediums such as chat, SMS, email
  • Increased concerns about delivering Paychex customer service promise

Results

  • State-of-the-art communications platform with features that deliver on service promise
  • Open stack architecture allows integration of other solutions when the time is right
  • Omni-channel capabilities provide flexible ways for employees and clients to communicate

State of the art communications satisfy customers

"Paychex’s service promise is to earn a client’s business for life. Cisco Unified Communications has given us the capability of doing that by offering customers choice."

Carlos Cong, Sr. Manager Network Services, Paychex, Inc.

Who is Paychex, Inc.?

Industry: Financial Services
Location: Rochester, New York
Website: https://www.paychex.com/