nTelos Wireless Delivers Breakthrough Service with Avaya Customer Experience Interaction Management

14 Aug 2012
  • Company establishes a single, centrally managed virtual contact center for seamless support of customers in seven states.
  • Self-service capabilities developed with Avaya Aura® Experience Portal save thousands of agent hours by automating customer interactions.
  • Avaya Aura® Workforce Optimization solutions enable informed staffing decisions that drive quality up and costs down.
SPEECHTEK 2012, CRM EVOLUTION AND CUSTOMER SERVICE EXPERIENCE -  New York City – Today Avaya announced that regional service provider nTelos Wireless is driving down costs and delivering market-leading customer service by using Avaya Customer Experience Interaction Management solutions for contact center, speech and workforce optimization.
Based in Waynesboro, Va., nTelos Wireless serves 420,000 high-speed voice and data subscribers across seven states. The company works in a rapidly changing industry and must respond quickly to customers and competitors. With Avaya Customer Interaction Management solutions supported by an Avaya Aura® communications infrastructure, nTelos Wireless has been able to:
  • Resolve 97 percent of customer inquiries on the first call, with a nearly perfect customer satisfaction rating of 99 percent.
  • Establish a single, virtual contact center to support its extended operations – linking five regional contact centers and 70 retail outlets. 
  • Achieve significant cost savings by handling more than half of the 6.6 million customer calls received annually using automated self-service capabilities.  One example: A single “automated access to balance information” application is saving the company more than 25,000 agent hours a year. 
  • Instantly match customer calls to the expert best suited to handle them, ensuring a better customer experience, reduced wait times and lower call abandonment rates. 
  • Optimize staffing levels for anticipated call volumes, driving improved service and lower costs.
  • Save $72,000 annually on the cost of local phone lines by using IP phones in 70 retail stores.
Avaya Solutions Used by nTelos Wireless
As the foundation for its upgrade, nTelos deployed Avaya Aura Communication Manager. Key applications include Avaya Aura Call Center Elite, Avaya Aura Experience Portal and Avaya Aura Workforce Optimization.
nTelos Wireless also uses Avaya self-service applications developed by Interactive Northwest, Inc. (INI) to take advantage of the capabilities of Avaya Aura and Avaya Aura Experience Portal – the latest generation of Avaya’s award-winning Avaya Voice Portal.  Experience Portal provides a single software platform for both inbound and outbound self-service applications across multiple media, including phone, video, mobile devices, email and SMS text. Intelligent call routing capabilities make it easy to orchestrate a seamless handoff from self-service to an agent, improving the overall customer experience.
Avaya Aura Workforce Optimization tools allow nTelos Wireless to capture and analyze contact center information and achieve continuous productivity improvements.  The company can easily analyze call patterns to determine how many agents it needs and when in order to achieve quality goals.  Workforce Optimization also enables the business to save costs by analyzing whether it is more efficient to add staff or to have agents work overtime.
The Avaya Customer Experience Interaction Management solution for nTelos Wireless was designed and deployed by NACR, an Avaya Connect Platinum Partner.
This announcement highlights Avaya’s commitment to bringing The Power of We™ to every Avaya customer to help drive faster collaboration, smarter decisions and better business results.
"With Avaya Aura® Experience Portal, our contact center can readily develop new time-saving self-service applications for straightforward inquiries. We free our associates to focus on more complex customer needs and on valuable up-sell opportunities.  We’re able to achieve extremely high customer satisfaction rates and save tens of thousands of hours of associate time."
"There is inherent reliability in the Avaya architecture. If we lose one site temporarily, the associates’ phones can reregister at another location without loss of service. So we have very high availability at minimal cost."
"We’re in a rapidly changing industry and must respond quickly to what our competitors are doing. With Avaya Aura Experience Portal, our contact center is in a much better position to incorporate new time-saving applications so agents can focus on our customers. And with Avaya Aura Workforce Optimization, we have great tools to effectively manage our workforce. This keeps our costs in line while still delivering excellent service." 
Avaya at SpeechTEK, CRM Evolution and Customer Service Experience
At the SpeechTEK, CRM Evolution and Customer Service Experience events occurring simultaneously on August 13-15 in New York City, Avaya (Booth #603) will spotlight its latest Customer Experience Interaction Management solutions for organizations of all types and sizes. Avaya Customer Experience International Management experts will be on hand leading sessions and showcasing the latest in social media, mobile, performance analytics and multichannel self-service.
Tags: Avaya, Aura, customer service, call center, call routing, contact center, mobile customer service, self-service, speech applications, Customer Experience Interaction Management, workforce optimization.
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.
About NACR
NACR is the world's leading independent integrator of communications solutions and services, with over 5,500 clients that range from small businesses to FORTUNE® 100 and global enterprise clients. One of Avaya's largest global channel partners, NACR is part of the ConvergeOne family of companies. For more information, please visit www.nacr.com.
About Interactive Northwest, Inc.
Interactive Northwest, Inc. (INI) develops innovative interactive voice response computer telephony integration and self-service applications for high-volume call centers. The firm is a long-standing partner in the Avaya DevConnect program and a developer of call center speech applications. For more information, please visit www.interactivenw.com
About nTelos
nTelos Holdings Corp., operating through its subsidiaries as “nTelos Wireless,” is headquartered in Waynesboro, Virginia, and provides high-speed, dependable nationwide voice and data coverage for over 400,000 retail subscribers based in Virginia, West Virginia and portions of Maryland, North Carolina, Pennsylvania, Ohio and Kentucky. For more information, please visit www.ntelos.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.

Deb Kline