Case Study: Gtech achieves 10× call-handling capacity and superior customer service with Avaya Contact Center Select

Avaya Customer Engagement Enables Growth for Leading UK Design Firm

Gtech, a fast-growing UK design and manufacturing firm founded by Nick Grey, produces cordless floor-care and garden products and has sold over 22 million units worldwide. Rapid growth—now more than 100 employees across three countries—brought a surge in customer interactions that its legacy contact system couldn’t manage: Gtech lacked real-time reporting, consistent processes and the tools needed to scale service while protecting its competitive position.

Gtech deployed a 57-seat Avaya Contact Center Select solution, giving a single multichannel platform with real-time statistics and easy administration. The quick rollout modernized the contact centre, enabling Gtech to handle ten times the previous call and email volume, boost agent productivity by 19%, cut idle time 31%, reduce callbacks 75% and slash external routing 63%, while email response times fell from up to 48 hours to 1–4 hours—driving better customer experiences and contributing to increased market share.

Gtech

Nick Grey

Chief Executive Officer