Michael C Fina Recognition

100-2,499 Employees
Customer Engagement

Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible. 

Team Engagement

Team engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.

“We were able to work with Avaya to understand how the communication infrastructure would evolve as the business changed.”

—Michael A. Fina, Chief Operating Officer

Benefits

Increased Productivity
Improved Customer Service

A POSITIVE CUSTOMER EXPERIENCE IS AN ESSENTIAL, NOT A LUXURY, AT MICHAEL C. FINA RECOGNITION

For over 80 years, New Yorkers have known Michael C. Fina as a purveyor of luxury retail goods in Midtown Manhattan. However, few realize that it has grown far beyond its humble beginnings over the years, and now provides comprehensive corporate recognition and incentive programs to Fortune 500 companies worldwide.

Decades ago, the company noticed growing demand from corporate customers for gifts to employees as sales rewards, at retirement or on holidays. The Michael C. Fina Recognition Company was created to manage recognition and reward programs for corporate customers – and today that is in excess of a $100 million-a-year business. Keeping up with the times has been a hallmark in Michael C. Fina’s growth and longevity.

“We come to work everyday thinking that we are an 85-year-old start up,” says Jeffrey Fina, Chief Customer Officer of Michael C. Fina Recognition Co. “We always come to the table with innovation, new products, new solutions, new ways of doing things, and an ‘it’s always time to make things better’ attitude.”

As technology keeps finding new ways to automate service, Michael C. Fina Recognition still must maintain their reputation for providing stellar customer experiences, which is why they chose the Avaya IP Office Platform plus Avaya Contact Center Select with Avaya Agent Desktop. The company says the new package is a vital part of its business plan and continued global expansion, to keep up with customer technology trends, to managing a growing virtual workplace, and to better collect data that can be used in a myriad of ways to help the business.

CHALLENGES

  • Integrating offsite “virtual” offices
  • Generating call center performance data for customer reviews
  • Creating a global 24-hour call center
  • Keeping up with changing technology uses
  • Personalizing the agent experience

VALUE CREATED

  • 24/7 globally integrated, multi-channel call center
  • Call center agent access to personalized data
  • Call center performance data

Meet the iPhone Generation

In the age of the smartphone, customers want different ways to contact the company. Avaya Contact Center Select provides Michael C. Fina Recognition agents with the ability to handle email, web chat, text (SMS) and fax communications, in addition to handling both inbound and outbound calls.

“In the contact center, we manage multiple channels of communication with both our clients - with the managers of an organization – and also with the employees who are usually the end users of our programs,” says Michael A. Fina, the company’s chief operating officer. “Avaya Contact Center Select has really let us take the multiple channels of communication that we have with our users and bring them into an agent experience that’s very simple, effective, and it allows the agent to interact with the caller and create a memorable experience for them.”

Multi-channel communications capabilities are important as the company expands globally, says UK-based Sheila Sheldon, senior vice president of global operations. “We have a global footprint now that we didn’t have 15 years ago,” Sheldon observes. “We are in 27 countries and we service clients in over 150 countries,” she adds. “To enable us to do that, we rely very heavily on technology.”

Servicing clients via email or web chat is particularly helpful for customers who aren’t confident English speakers, but can write basic phrases.

The new Avaya platform is also designed to give Michael C. Fina the ability to hand off calls and share data between the company’s two main call centers in the U.S. and U.K., and easily scale up to other countries as capabilities grow. “We are able to service a client regardless of where they have employees around the world,” says Shelton.

Data, Data Everywhere

Data generated in the call center is used in many different ways. First, Michael C. Fina can use the data generated for its own internal purposes, such as determining optimum staffing levels, making sure calls are answered in a timely and efficient manner, as well as monitoring the calls for quality. It also lets the company forecast calls and monitor call disposition. Even more importantly, however, data now available to the agent allows the company to personalize an employee’s recognition experience and helps Michael C. Fina Recognition project itself as a seamless extension of their employer.

“We need to deliver a very personal experience,” says Jeffrey Fina. “You can’t do that without data and information.”

“We need to know who that employee is when they are calling our call center, we need to know what programs they are eligible to be participating in, we need to know the ruleset for those programs and we need to know alternately how to deliver the right experience for the reason that employee is either calling us, chatting with us or emailing us.”

“Avaya helps us take that data to our call center representatives and then provide that information in the best way possible to the recipient of our recognition program,” he remarks.. “Recognition programs have to be easy to participate in and they have to be accessible, and we can’t do that without strong data connectivity.”

Data generated by the call center is also important for competitive reasons. As Michael C. Fina Recognition seeks out new clients and works to retain existing customers, a vast amount of new information is available showing how many employees used the rewards program, how long it took for their call to be answered and what the outcome was. Customers are now asking for those types of metrics as part of service level agreements. Having the data handy to demonstrate that service levels are being met is an important competitive advantage.

“We need to deliver a very personal experience. You can’t do that without data and information.”

-Jeffrey Fina, Chief Customer Officer

Virtual Workforce

Another way that Michael C. Fina Recognition is seeking to keep up with the times is by moving to a more “virtual” workplace, where its own employees can work from home or while traveling as easily as they can in the office.

“We are also looking to take advantage of the mobility features” of IP Office, Michael Fina says. “We have a growing virtual workforce. We’ve really tried to find and hire the best talent all over the country, and all over the world. And we needed to upgrade our communication system so that our virtual workforce would be able to be productive and efficient, regardless of where they are.”

Overall, the new Avaya solutions have played a notable role in Michael C. Fina Recognition’s ability to survive and thrive in a rapidly changing marketplace. “I expect our vendors to be able to help us solve problems, I expect our vendors to bring us new information and I expect our vendors to show us a path forward,” says Fina. “We were able to work with Avaya to understand how the communication infrastructure would evolve as the business changed.”

Customer Profile

In today’s technology-driven multigenerational workforce, meaningful employee recognition is more crucial than ever in building employee engagement and driving business success. Michael C. Fina Recognition helps companies worldwide deliver recognition, rewards, and incentive programs built from a passion and enthusiasm for serving our clients and a nearly 50-year history of service. We deliver scalable solutions that are based on each client’s needs, built on personal relationships, and driven by a deep understanding of each company’s unique culture. Every day, Michael C. Fina Recognition helps organizations increase employee loyalty and deliver positive business outcomes — one memorable experience at a time.

CUSTOMER PROFILE
  • Headquarters:

  • United States

In today’s technology-driven multigenerational workforce, meaningful employee recognition is more crucial than ever in building employee engagement and driving business success. Michael C. Fina Recognition helps companies worldwide deliver recognition, rewards, and incentive programs built from a passion and enthusiasm for serving our clients and a nearly 50-year history of service. We deliver scalable solutions that are based on each client’s needs, built on personal relationships, and driven by a deep understanding of each company’s unique culture. Every day, Michael C. Fina Recognition helps organizations increase employee loyalty and deliver positive business outcomes — one memorable experience at a time.

What our Customers are saying
"Avaya Contact Center Select has really let us take the multiple channels of communication that we have with our users and bring them into an agent experience that’s very simple, effective, and it allows the agent to interact with the caller and create a memorable experience for them."

Read more testimonials >
  • Michael A. Fina

  • Michael C. Fina

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