Matrix USA

BASKING RIDGE, NJ -- (MARKET WIRE) -- 07/27/09 -- Prometric, a global leader in technology-enabled testing and assessment services, selected Avaya contact center solutions to handle the vast volume of inquiries seeking assistance for a wide range of tests. Avaya's solutions enabled Prometric to streamline their contact center operations to achieve new cost-savings, while enhancing customer experiences for callers. With a global organization administering more than seven million tests a year on behalf of 450 clients, Prometric requires its customer service to meet any challenge with efficiency, speed and reliability. Avaya helped Baltimore, MD-based Prometric implement customer service that delivers customization and consistency. In terms of customization, Prometric fields inquiries from customers with specific needs related to the language they speak or the type of test they are pursuing. Avaya's sophisticated routing capabilities ensure that Prometric customers get to the right agent to discuss an IT, academic or certification exam in North America, Japan or other regions. In terms of consistency, the company needed ...

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