Utility Company Uses Multichannel Avaya Customer Experience Management Solutions to Deliver Outstanding Service
For Immediate Release:27 Sep 2012
- Southern Maryland Electric Cooperative improves productivity and responsiveness to clients by adding powerful new capabilities to its Avaya Aura® infrastructure.
- New Avaya Aura Workforce Optimization and Management tools enable optimal staffing and simpler scheduling.
- Achieved service level targets 94% of the time – up from 85% two years ago.
- Increased efficiency in serving customers through use of integrated screen pops from customer care and billing applications.
- Improved agent productivity with automated responses to customer email interactions.
- Reduced the amount of time needed for staff scheduling by more than 90 percent.
- Improved staff skills and service quality through on-screen monitoring and audio recording.
- Avaya Aura Contact Center for multimedia interaction, which allowed SMECO to replace the cumbersome, manual processes it once used to manage customer email. New capabilities allow better tracking and management of the process and pre-approved scripted messages speed responses.
- Avaya Aura Workforce Optimization and Management tools provide voice recording, quality monitoring and advanced scorecard tools, staff forecasting and scheduling. The tools have had a particularly significant impact on SMECO’s complex contact center scheduling, reducing what previously took managers two hours or more each week to just minutes. Managers also have new insights into optimum staffing levels by using historical reports to determine how many people they will need during holidays, disruptive weather events or other peak periods.
"We’ve seen a huge change in what customers tell us on surveys. We used to get very satisfactory ratings, but now, more and more, we are seeing many absolutely over-the-top comments from customers about the courtesy and caring they experience with our staff. We believe this is a direct result of our having the Avaya solutions in place to help us guide everyone in doing their jobs better.
--SYLVIA WELCH, MANAGER, IT APPLICATIONS,
SOUTHERN MARYLAND ELECTRIC COOPERATIVE
- Case Study: Southern Maryland Electric Cooperative
- Learn more about Avaya contact center solutions.
- Learn more about Avaya Aura Experience Portal.
- Learn more about Avaya Aura Workforce Optimization.
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