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Avaya Case Study
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Avaya was recognized for its three-year implementation of a comprehensive omni-channel support ecosystem. Web access to traditional Support Request support models is integrated with a virtual assistant, chat, web based VoIP and leading-edge video experience with full inter-channel continuity that provides one comprehensive experience for all support needs. Behind this tool is the ability for agents to work from any channel, and for workflow and resource management to support all channels, processes, and operational conditioning for web, including swarming capabilities.In 2012, Avaya’s award-wining program was conceptualized, designed and driven by the Global Support Services organization with strong support from executive leadership, IT, Corporate Strategy and others integral to delivering results.The results of the program have been stellar:
85% of customers use the web to initiate their personalized service experience
73% reduction in phone call volume since Q4 2010
46,000+ resolutions found each month without an agent
85% of issues identified via chats resolved within one hour
Avaya is a recognized innovator and leading global provider of solutions for customer and team engagement. The company provides technologies for unified communications and collaboration, contact center and customer experience management, and networking, along with related services to large enterprises, midmarket companies, small businesses and government organizations around the world. Avaya Engagement Solutions bring people together with the right information at the right time in the right context, helping to enable a higher level of engagement between customers, teams, employees and partners to improve efficiency and quickly address critical business challenges
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