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.
"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."
Posted by Veronica Silva Cusi, news correspondent
About C3i Solutions:
Telerx, 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.
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, January 22, 2019
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.