News : ACS Technologies Digitally Transforms their Contact Center with Avaya Mobile Experience
Santa Clara, CA, USA, Sept, 2019 -- Avaya Holdings Corp (NYSE: AVYA), announced that ACS Technologies (ACST) is seeing benefit from its use of Avaya Mobile Experience(R) and Avaya IX™ Digital solutions to increase workforce efficiencies, reduce costs and gain greater insights into customer behavior.
ACS Technologies serves clients with technology solutions developed specifically for faith-based organizations. The company needed a solution to improve customer service, build loyalty and grow revenue through attribute-based alignment of customer preferences and historical interactions.
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As an early adopter of Avaya Mobile Experience, ACS Technologies migrated all 800 numbers dialed from mobile phones to their contact center over the course of two months. "With our Avaya Mobile Experience dashboard, we can see the percentage of our inbound calls that are from mobile devices. The savings we’ve gained from using Avaya Mobile Experience is considerable. This year, we’re projecting an annual savings of around 40 percent compared to last year," said Dustin Fails, network telecommunications administrator, ACS Technologies.
Additionally, ACST has been using skills-based routing with Avaya Elite Multichannel for the past nine years and it was time to see how they could make already great customer service even better—so they chose to implement Avaya IX™ Digital for contact center. "Avaya IX Digital helps us to provide higher quality service and enables our clients to contact us through many different channels to deliver a much more personalized service," said Fails. "An agent can use the customer journey module to see how many times a customer has called in about an issue, whether they've been on our website, even where they've been on the website—so that we can provide better, more personalized support. If we can see that they've called within the past 10 days about a particular issue, Avaya IX Digital will pass the customer to an agent with a higher level of expertise the second time they call in. We’re more likely to solve a problem quickly and they won't have to call a third, fourth, or fifth time."
"We've been working with Avaya for so long that we didn't even look at other vendors," says Fails. "Avaya’s products have always been rock-solid for us. We've never had any issues. And the direction the company is going with Avaya IX Digital and Avaya Mobile Experience? It’s definitely the direction we want to take as we evolve into an omnichannel center."
Posted by Veronica Silva Cusi, news correspondent
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Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
Published: Tuesday, October 1, 2019
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