Case Study: Melco Embroidery achieves dramatic hold-time reduction and faster technical support with Alvaria

Melco Embroidery - Customer Case Study

Melco Embroidery, a U.S.-based manufacturer of embroidery machines and software headquartered in Westminster, Colorado, needed faster, more efficient technical support because customers’ businesses depend on their equipment. The support team was spending valuable time manually vetting calls to determine warranty coverage, which led to long hold times and inefficient use of technical resources.

Melco deployed Aspect Zipwire, a cloud contact center with built-in IVR integrated with their ERP so callers enter a product serial number and are automatically routed: in-warranty calls to technical reps and out-of-warranty callers to the online knowledge base. The solution sharply reduced average hold times, provided agents with on-screen caller ID and history, enabled seamless remote logins and quick scaling of staff, and improved overall call quality and support efficiency.

Melco Embroidery

Dan Sweeney

Technical Support Manager