W.W. Grainger Inc. says it has completed the deployment of a huge voice-over-IP network for its customer-service agents. The $5 billion maker of facilities-maintenance products expects the system to help agents get to customer calls quicker.
It's another major win that lends further momentum to the adoption of VoIP technology.
Grainger has distributed IP phones to 4,300 customer-service agents working in 411 contact centers and company branches nationwide. It has bought 7,100 IP phones. The company hasn't disclosed what it paid for the system.
IP-telephony vendor Spanlink Communications Inc. built the network based on its own system-management and Cisco Systems' IP Communications and IP Contact Center products.