Avaya Spotlights Personalized Customer Experiences at ICMI's ACCE Conference & Expo

14 Jun 2011
  • Jorge Blanco, VP of Product Marketing for Contact Center Solutions, shares customer service strategies, new contact center research in ACCE keynote address
  • New Avaya research shows 40% of global consumers prefer alternate contact methods—including web chat and texting—to phone-based customer service
  • Company demonstrates latest innovations for managing customer service experiences with Avaya Aura® Contact Center and other solutions at Booth #501
NEW ORLEANS, La. – ACCE Conference & Expo— Contact centers are evolving as customers increase their demands for more responsive, higher quality customer service in an 'always on,' multimedia world. Avaya Inc., a global provider of business communications and collaboration solutions and services, spotlights these changes at ICMI's ACCE 2011 Conference & Expo—the annual global gathering for the contact center community—and shares new strategies and research to address emerging trends towards personalized customer experiences.
At this year's ACCE event (Avaya Booth #501, June 13 – 15th) in New Orleans, La., Avaya demonstrates its contact center innovations, including Avaya Aura Contact Center, a multimedia work assignment application connecting customers to the right agent or expert via any communications mode, and Social Media Manager, an application that automates the process of scanning social media content, and analyzes it for relevance and ability to take action. Additionally, the company's vice president of product marketing for contact centers, Jorge Blanco, delivers a keynote address (June 15th, 12:30 pm CT) discussing best practices for multimedia contact centers, and the importance of understanding a customer’s context to drive personalized experiences.
Avaya Contact Center Consumer Preference Study
Blanco's address will include results of a new global Avaya Contact Center Consumer Preference Study, commissioned by Avaya and conducted by callcentres.net. The study asked more than 5,000 contact center consumers from around the world their thoughts on customer service topics. Key global results include:
  • 40% of global consumers prefer alternate methods of contact—including web chat, self-service, and text messaging—to phone-based customer service.
  • 55% of consumers said that in 1 to 2 years, email is what they will use regularly to reach customer service centers. This is compared to 15% who said email is their most often used method today.
  • 18% said web chat will be their preferred regularly-used contact method in 1 to 2 years, vs. just 2 percent who said it’s their most often used method today.
  • 86 percent of consumers said that they are likely to tell friends, family or colleagues about a poor customer service center experience.
Results were also measured for U.S.-based consumers. Key U.S. findings include:
  • Half of U.S. consumers surveyed are likely to opt to use an automated voice response system when offered.
  • 90% of U.S. consumers will tell friends, family or colleagues about a poor customer service experience.
  • Just 20% said they receive excellent customer service from call centers.
  • Quick query resolution is the top rated reason U.S. consumers will rate a customer experience as excellent.
Avaya will be releasing an eBook chronicling the findings of the survey, with the first three chapters of the book available in June. For more details on the results shared in this release, please contact jvarman@avaya.com.
"Rapid advances in collaboration have changed the way customers want to interact with companies. In order to stay competitive, businesses must look at the entire context of a customer, including their history, mode of communications and current needs. It is through this insight—and the ability to use unified communications to rapidly reach the best resources available—that businesses can deliver the high levels of personalized customer experiences now expected during every interaction." 
-- Jorge Blanco, vice president of product marketing, Contact Center Solutions, Avaya
Additional Resources:
  • ACCE 2011 is presented by the International Customer Management Institute (ICMI), a leading global provider of resources for customer management professionals. For more information, visit www.icmi.com/ACCE.
  • Jorge Blanco's keynote will be streamed live here via the ACCE Live website.
Contact center, call center, customer service, unified communications, CRM. Avaya
About Avaya:
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.

Jonathan Varman, Media Relations


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