Case Study: Onshoring Elevates Customer Experience for Music Pioneer's Credit Card Company

Russell Simmons, record producer, reality TV star and businessman created RushCard a decade ago to provide clients with a prepaid, fee-free debit card option. Simmons, the co-founder of hip hop music label Def Jam and creator of the Phat Farm clothing brand, set out with the goal of better serving consumers who have been excluded due to credit checks, minimum balances and existing bank account requirements.

Mitch Mann, Senior Director of Customer Service at RushCard said, “Our strategy is centered on delivering the best service possible to customers.”

rushcard screenshot

Credit: Rushcard.com

NeoVox Global operates the core of RushCard’s 24/7 call center, fueled by Avaya solutions including Avaya Aura® Platform 6.0, Avaya Aura® Contact Center, Avaya IQ, Avaya SBC and Avaya one-X® Agent.

“When considering Neovox, the fact that they had 100% uptime on the Avaya platform was definitely a factor,” Mann said. Avaya IQ produces real-time reports on a customized dashboard to monitor call volume, hold times, abandon rates, etc. “RushCard has 100 percent visibility into the queue to see real-time data about their account,” said Will Westmoreland, Vice President of Sales at Neovox Global. Avaya skills-based call routing ensures that RushCard customers are connected with the agent who can help them the best. The “whisper” feature delivers a snapshot of the incoming customer call to the agent to increase efficiency.

Most people have experienced a horrible call center interaction at least once in their lifetime. Generally starting with a robot and ending with frustrated yelling into the receiver. Today, RushCard customers can reach a live person 24/7 and get routed to the best agent available. Customer satisfaction scores have shot up over 12 percent overall.  Agents are now 12% more likely to resolve customer issued on the first try.  Average call times are 47 seconds shorter.  What a rush for the contact center manager!

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2017 Avaya Customer Innovation Awards Honor Five Companies Leading the Way in Digital Transformation

Every year, Avaya and IAUG recognize a handful of customers who are innovators. These customers are recognized with Customer Innovation Awards. Last year’s award winners included a number of technology firms. This year’s five award winners, recognized on stage at Avaya Engage in Las Vegas, include three customers in the financial services sector, a leading global retailer, and a leader in the film production industry.

Each of these customers is benefiting from the latest Avaya solutions to meet business goals—whether the goals are growth, customer experience, cost management, or risk mitigation.

BECU

BECU, which began life 80 years ago as the Boeing Employee Credit Union, today is the fourth largest credit union in the US, with over $12 billion in assets and over a million credit union members. In 2016, BECU embarked on a digital transformation journey focused on the customer experience. BECU relies on Avaya Elite Multichannel running on an Avaya Pod Fx™ infrastructure.

BECU engineer Rick Webb says, “BECU is rapidly expanding and needed a technology partner that could support that expansion and keep our members happy. The Avaya Elite Multichannel infrastructure does just that, while providing increased flexibility and allowing BECU to better meet the expectations of our more than 1 million members.”

Green Shield Canada (GSC)

Green Shield Canada (GSC) is a one of the leading health and dental benefit carriers in Canada, with over 850 employees across seven locations. Starting last year, GSC is deploying the Avaya Equinox™ Experience and seeing strong results. Competing with larger players in its industry, GSC sees strong collaboration among its workforce as a key ingredient for success.

Jim Mastronardi, GSC Director for Enterprise Infrastructure says, “Green Shield Canada has over 850 employees across seven offices in Canada—from Montreal to Vancouver. We saw an opportunity to explore technology upgrades that would enhance company-wide communications and bring our teams across Canada closer together. With just a single training session, employees have hit the ground running with the Avaya Equinox tools. The video conferencing option has provided a solution to overbooked meeting rooms, and the instant messaging feature is already cutting down on the number of emails being sent.”

Scotiabank

Scotiabank prides itself on “being a technology company providing financial services.” As a long-time Avaya customer—and a beta customer for Avaya Oceana™ and Avaya Oceanalytics™—Scotiabank is on a digital transformation journey to better serve bank customers worldwide. Scotiabank contact centers located in Canada and the Caribbean & Latin America region have benefited from a next-gen centralized architecture leveraging the latest Avaya solutions to better serve customers.

Scotiabank has already developed and deployed Avaya Oceana and Avaya Breeze™ apps, and continues to innovate in an ongoing drive to improve customer service and meet customer needs in a competitive market. The success of Scotiabank’s transformation program has enabled the bank to move with greater agility, improved reliability, and speed to market. This has changed the framework for deployment from months/years to days/weeks while improving the overall ROI/TCO.

The Crossing Studios

The Crossing Studios is one of Vancouver’s largest and fastest growing full-service studios and production facilities for film. The firm caters to companies like Fox, Nickelodeon, Showtime, and Netflix. The Crossing Studios were unhappy with the stability and quality of the disparate systems previously in place across their seven studio locations. In 2016, The Crossing Studios deployed a Powered by Avaya IP Office solution offered by local provider Unity Connected Solutions.

Powered by Avaya IP Office has improved stability, reduced TCO and provided the advanced features that the business needs to serve a very demanding film industry client base, including high scale audio conferencing, extensive web collaboration, and rich multi-vendor HD video conferencing. CTO Mark Herrman says, “We needed something that would support our rapid growth, support our clients, and support our bottom line. Thanks to IP Office and the hosted cloud model, we’re able to keep pace with dynamic, fast-moving film productions, staying as flexible as our clients need us to be.” Estimated savings are in the six figures for the first year alone.

Walgreens

Walgreens is using custom Avaya Snap-ins to bring centralized contact center reporting capabilities to local branch sites, for compliance purposes and to help improve the overall customer experience. Avaya Professional Services were instrumental with the deployment, which relies on an Avaya Pod Fx infrastructure.

These companies are each leaders in their respective industries. As part of their digital transformation journeys, they recognize that when it comes to selecting a trusted technology advisor, “experience is everything.” #ExperienceAvaya.

Avaya Demos Wireless Location Based Services at Avaya ENGAGESM Dubai

Wireless Location Based Services (WLBS) are usually discussed in the areas of customer or guest engagement. However, there are also valuable use cases in the areas of employee engagement and facility safety. The WLBS demo at #AvayaENGAGE in Dubai highlights the employee engagement use case. Further, it demonstrates the power of the Avaya Breeze™ Platform and Unified Communications.

As a real world example … think about a public area, a store, a hotel, school, etc. A window is broken. A call reporting the incident comes to the control center. The controller needs to identify which resources are closest to the event. The closest member of the security team needs to respond to cordon off the area and determine if anyone was injured. A member of the janitorial team needs to be dispatched to clean up the glass and a member of the engineering team needs to respond to temporarily cover the opening and have the glass company implement a replacement.

The WLBS display shows the location of all devices probing the WLAN. The user interface allows the controller to sort displayed devices by role, for instance, eliminating all guest devices from the display or simply displaying the security team members. Further, the device indicators can be color coded based on the role to simplify identification. Once the correct person is identified, they can be selected on the screen, and either sent an SMS or called on their mobile device. This allows the controller to quickly identify the appropriate resource based on their location and contact them to respond to the situation.

For the #AvayaENGAGE Dubai demonstration, Avaya employees are being tracked in the common areas of the pavilion. Information about each employee has been captured in a database, including MAC address, device phone number, name and skill or role at the event. For instance, subject matter experts (SMEs) in Networking, Contact Center, and Unified Communications have been identified. If a guest has a question requiring an SME, the closest SME can be identified and contacted to see if they’re available to answer questions.

The following diagram shows all devices being tracked by the 23 WAPs participating in the WLBS demo. There were 352 guests at the time the screenshot was taken, so most of the circles are light blue. However, if you look closely, you can see a few other colors, such as the dark blue Executive and the tan Network SME. Solid dots indicate the devices are connected to the Avaya WLAN. Hollow dots indicated that the device is probing the network, but not connected to the WLAN.

Wireless Location Based Services1

As you can see, an unfiltered display, while providing crowd level information, isn’t very helpful in finding specific people or skills. The filter selections on the right of the screen provide filtering functions. Displayed devices can be limited to one or more skills or by name.

The next screenshot shows filtering enabled for executives. The dot for Jean Turgeon (JT) was selected. At this point, the operator could select to send an SMS message to JT or call his mobile device.

Wireless Location Based Services2

The WLBS solution consists of three Avaya components:

The WLAN at #AvayaENGAGE Dubai is implemented with Avaya 9144 WAPs. Each 802.1 wireless network client device probes the network every few seconds to determine which WAPs are available to provide service. Every WAP within the broadcast range of the network device will detect and respond to the probe message. The probe and response messages enable better network service, particularly when the device is moving and needs to change WAPs to get better service. The probe messages are done at the MAC level, therefore, each WAP in the broadcast area receives a message from every MAC address in range every few seconds.

When location services are enabled in the 9100 WAP (simple non-disruptive change via web interface or profile update in Avaya WLAN Orchestration System), each WAP sends the MAC address and distance information to a network address. In this demo, the information is sent to a Avaya Snap-in that collects the data from all of the WAPs, sorts the data based on MAC address and runs the data through a triangulation algorithm to calculate the location of the client device based on the known locations of the WAPs.

A second Avaya Snap-in manages device identity management. This Snap-in could work with something like Avaya Identity Engines to provide user information for the MAC addresses detected by the WAPs. Since the #AvayaENGAGE Dubai demo is a temporary environment, the Snap-in simply provides the ability to load a CSV (comma-separated value) file with the Avaya employee information. This provides the ability to map Avaya employee identities to the MAC addresses of their mobile devices.

The user interface Snap-in provides the display shown above. It takes the output from the triangulation Snap-in and displays it on a map in a Web browser window. It also uses information in the identity Snap-in to sort devices owned by Avaya employees vs. Engage guests, hotel employees and other hotel guests. The skill classification captured in the CSV file enables finer level filtering and skill based color indication on the screen.

When the icon for an employee on the map is selected, the pop-up frame shown above appears. Communication to the Avaya employees is performed via the Zang cloud-based communication platform. When the user selects the SMS button shown above, a screen appears to enter the message, which is sent to the Zang service which then sends to the employee’s device. If the Call button is selected, the Zang service initiates a phone call between the number shown in the Call-me-at field above and the Avaya employee’s phone number listed in the CSV import.

I’d like to say this is rocket science, but the Avaya infrastructure components and Avaya Breeze make it straight-forward architecture. Avaya believes a key to scalability is putting power in the edge devices to minimize back haul data, but also to simplify management. The intelligence of the AOS software running in the 9100s makes it simple to collect device location information. The Breeze Platform provides a full JAVA-based programing environment with object classes for Avaya communication product functionality. Finally, Zang was designed for business people to be able to programmatically integrate communication functionality into business processes without a major investment in infrastructure or expertise.

Keep watching this space. We’re already planning for the WLBS Demo at Avaya Engage 2017, in Las Vegas, February 12-15.

Verbio Brings Voice Biometrics to Avaya Breeze™

If you’ve been following the Avaya Connected Blog in recent weeks, hopefully you’ve read about the changes Avaya expects to see in Customer Engagement as we roll out the Avaya Oceana™ Solution, a contact center suite for the digital age.

And perhaps you’ve read how Avaya Oceana is built upon the flexible platform of Avaya Breeze™, which offers extensibility through a Snap-in architecture, creating new opportunities to extend and customize customer and team engagement interactions further.

I’ve previously highlighted how some of our DevConnect Technology Partners are leveraging the Avaya Breeze Platform to do just that, and I’m happy to add Verbio to the growing list of value-added Snap-in vendors.

I had the opportunity recently to speak with Piergiorgio Vittori, who heads up Americas Sales and Global Partnership opportunities for Verbio, as they recently completed DevConnect Compliance Testing of their Verbio Voice Authentication Snap-in for Avaya Breeze. Piergiorgio indicated that it took “about two months, end to end” to bring this voice biometric solution to market, “including design and requirements, programming, testing, demos, tuning, and documentation.”

I daresay that there aren’t many ways to bring out a flexible, biometric-based capability set in that short of a timeframe, which I offer up as a tremendous proof point for how Avaya Breeze really simplifies key aspects of application and communication services integration.

Verbio’s solution, which couples a Breeze-based Snap-in with their core SaaS-based biometrics capabilities, extends the speech search and ASR/TTS capabilities inherent with Avaya Breeze to a new level of speech capabilities, while maintaining a consistent and familiar type of request and error handling methods to be leveraged by other application developers. The Snap-in itself simplifies many of the tasks associated with passing data to the Verbio engine, acting as a sort of Verbio-proxy for application developers already working in an Avaya Breeze environment.

Voice Biometrics has a number of potential use cases, especially when it comes to automated events and actions. From a security perspective the use of voice biometrics can help ward off social engineering hacks, while its application in contact center domains can increase agent utilization and reduce overall call time by eliminating the need to verify a specific users’ identity through numerous Q&A interactions. In this latter case, a users’ voiceprint can very much act like their conclusive identification.

Enterprises and contact center (or even public safety concerns) can further leverage voice biometric analytical capabilities as an emotion detector to determine whether the validity of the users request is being influenced by stress or emotional status.

All of which makes a great proof point for the power of Avaya Breeze in helping to transform how our customers conduct business in this digital age.