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News : C3i Solutions Taps Avaya Omni-channel Contact Center Solutions to Offer Differentiated Services

#contactcenterworld, @c3ilifesci, @Avaya

Santa Clara, CA, USA, Jan, 2019 -- Avaya Holdings Corp. (NYSE:AVYA) announced that C3i Solutions, a HCL Technologies company, has implemented customized Avaya communications solutions, turning its contact center into a digital engagement and personalization center with the flexibility to drive increased innovation and improve customer experiences.

C3i Solutions has unique requirements that mirror their client’s diversity, global presence and an increasingly complex network of business integrations. C3i needed a stable, flexible and integrated contact center solution. Avaya satisfied the demanding compliance and documentation requirements - a complex matrix of client, industry and governmental regulation. C3i Solutions replaced its legacy systems in phases to maintain the flexibility to meet clients’ exact needs and provide a customized experience for every unique client , while easing the burden on its Technology team by consolidating six solutions to one and capturing cost savings through reduced operational and support burden.

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INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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"Consumers expect to engage wherever, whenever, and however they prefer," Michael Dean, CTO, C3i Solutions. "We partnered with Avaya for the experience and flexibility to drive innovation and deliver customized contact center solutions to our clients and their customers. The combination of Avaya capabilities affords us the platform to remain a market leader in offering innovative, robust, and reliable solutions—and do so more quickly than ever."

"At Avaya, we strive to create powerful yet simple communications and collaboration solutions to fit the individual business needs for each of our customers," said Chris McGugan, SVP Product and Technology, Avaya. "We are proud to have provided C3i Solutions with solutions to create a better experience for their customers today and a clear path to embracing emerging technologies that can contribute to their competitive advantage with every client service opportunity going forward."

#contactcenterworld, @c3ilifesci, @Avaya

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About C3i Solutions:
Company LogoTelerx, headquartered in Horsham, PA, is a leading provider of customer care solutions. From its contact centers in Pennsylvania, Texas, North Carolina, Canada, the Philippines, Europe and Latin America, Telerx’s 2000+ associates focus on innovation and insight to drive business results and help companies maximize their customer relationships and build brand loyalty.
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About Avaya:
Company LogoAvaya 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.
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Today's Tip of the Day - 5 Ways To Demotivate Staff

Read today's tip or listen to it on podcast.

Published: Tuesday, January 22, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

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