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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.

Industry: Who is Paychex, Inc.?
Location: Financial Services
Website: http://www.paychex.com/

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