News : Hillarys Blinds Deploys Avaya's Aura UC Platform
June 30, 2014 -- Shutter-maker Hillarys Blinds has deployed Avaya's Aura Unified Communications (UC) and Contact Centre platform, as the UK manufacturer looks to embrace multichannel customer support.
As consumers increasingly use digital services, the company now has an even split of initial customer contact between online and the contact centre.
When the company's previous platform reached end of life, the company wanted a UC solution that could effectively integrate and manage multimedia contact.
"It was about interacting with customers in the way that they want to be communicated with, whether that be by phone, email, social media or web chat," Julian Bond, head of ICT at Hillarys Blinds, explained.
At the same time, the firm did not want to sacrifice customer experience just in order to bring in new technology.
"It has to be the right blend and we needed the right partner, an organisation that was innovative but also of the appropriate size that meant we mattered to them. Opting for the latest contact centre solution from Avaya, [UC and IT managed service provider] Proximity was able to work closely with us, manage the vendor appropriately, and provide the right level of guidance both during the deployment and on an ongoing basis," Bond said.
A key requirement of the new solution was the ability for field advisers and contact centre agents to communicate more effectively.
"[With the new solution] contact centre agents are now able to see when an adviser is available and find the best mode of communication, whether that be a call or instant messaging," Bond stated.
The next stage of the project will see advisory tools integrated with the newly developed Hillarys mobile app.
Posted by Veronica Silva Cusi, news correspondent
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About Hillarys Blinds Limited:
Hillarys Blinds is a retailer and manufacturer of made-to-measure blinds, curtains, shutters and awnings. It sells via a network of approximately 850 self-employed advisors throughout the UK. The company’s head office is in Nottingham, while manufacturing facilities are located in Nottingham and Washington, Tyne and Wear. Approximately 1000 people are employed by the company in roles including sales and marketing, ICT, customer services, manufacturing, warehousing and distribution.
Published: Wednesday, July 2, 2014