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News : Avaya Automation Helps AIDA Group Connect Clients with Customers
Sydney, Australia, June 9, 2016 -- AIDA Group has deployed Avaya IP Office to transform its customer experience capabilities and therefore further improve sales, marketing and advertising outcomes for its not-for-profit and enterprise clients.
AIDA creates customised initiatives to help its clients better connect with their own customers. Its field sales experts work with a diverse range of organisations across Australia and New Zealand.
AIDA’s contact centre previously used a basic telephony system which lacked automation and value-added services. As a result, it relied on a series of manual processes which limited the maximum number of potential transactions which could be managed by the contact centre each day, and therefore limited the number of sales made on behalf of clients.
Following consultation from Queensland-based communications services provider and Avaya partner, DMG Communications, AIDA transformed its contact centre with the Avaya IP Office platform by automating its processes to better respond to modern business demands and customer needs.
The implementation introduced various new capabilities to boost AIDA’s customer experience offering. This included automated recording capabilities, not only helping AIDA remain compliant with industry regulations, but importantly, allowing it to leverage real scenarios to provide one of the best possible training programs to its staff as part of their ongoing professional development.
"We have a small contact centre team supporting a wide range of salespeople across the country. This is why we were very eager to automate components of our contact centre system. Using the Avaya system, our staff has much more control over all calls coming in and going out. They are therefore better equipped to manage more calls each day, which means we can reach more customers on behalf of our clients, while also managing both our and their costs." Daren Williams, Acquisitions Manager, AIDA Group
"When you have a small group of specialists handling a large operation, each minute has a significant impact on the bottom line. With Avaya, AIDA is not only able to eliminate time-consuming manual processes, but it can also analyse where it can even further improve its processes to increase the value it delivers to its clients while keeping its own costs down. This is particularly important for the work it does around call verifications for the nation’s not-for-profit companies."
Darren Read, General Manager, Services Australia and New Zealand, Avaya
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: Friday, June 10, 2016