Santa Clara, CA, USA, June, 2020 -- The American Red Cross has proudly served communities for almost 140 years, helping to prevent and alleviate human suffering in the face of emergencies by mobilizing the power of volunteers and the generosity of donors. In adapting to meet the changing needs of the communities they serve, the Red Cross telecommunications team is working with Avaya Holdings Corp. (NYSE:AVYA), a global provider in solutions, to enhance and simplify Red Cross communications to better leverage the benefits of mobility and cloud innovation.
To achieve its humanitarian mission and provide assistance to people and communities when they need it most, the Red Cross, as part of its One Contact Center initiative, is transforming 12 separate contact center platforms with differing technologies to the Avaya OneCloud™ CCaaS cloud-based platform.
"Every day, people turn to the American Red Cross for relief and hope in the face of emergencies," said DeWayne Bell, vice president, Information Technology Engineering, American Red Cross. "It is vital that we can communicate easily and effectively with the people we serve to quickly address their needs. We believe that this transition to a single contact center will help us improve experiences for those we serve, while increasing the productivity of our employees and boosting our overall organizational efficiency."
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The Red Cross has commenced this transition with the move of its critical toll-free 1-800-RED-CROSS number and several other mission critical inbound numbers over to Avaya Mobile Experience. This solution will handle inbound mobile calls to help people in need during a disaster, help individuals donate much needed blood and blood products, and handle donation services. We expect that the change will allow these mobile callers to get needed information and support faster with reduced wait times, and that contact center agents will be able to use additional call context to provide better service to mobile callers in current and future interactions.
"The American Red Cross mission is consistent with Avaya's focus of service and support to our customers and our global communities," said Frank Ciccone, Senior Vice President, North America Sales, Avaya. "We are proud to help the Red Cross transform their contact center communications infrastructure and client experiences with a cloud-based solution that empowers their workers with the tools, support and capabilities they need to serve their communities."
Posted by Veronica Silva Cusi, news correspondent
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.
About American Red Cross:
Australia's collector, manufacturer and distributor of fresh blood and derived blood products. The National Contact Centre plays a critical role in ensuring sufficient donor appointments each week to maintain inventory.
Published: Monday, June 15, 2020
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