- Share
- Follow
- Contact
- How to Buy
- Find a Partner
- More Contacts
- 1-866-GO-AVAYA, prompt 2
AAA Mid-Atlantic
AAA Mid-Atlantic relies on Avaya Contact Center solutions to deliver outstanding member services and operational efficiencies.
Wilmington, DE – “Members First” is the credo that inspires the wide range of services provided by AAA Mid-Atlantic for its nearly four million members in New Jersey, Delaware, Maryland, Pennsylvania, Virginia, and the District of Columbia. The organization provides Roadside Assistance, personal insurance, financial, automotive, and travel services through 55 retail branches, contact centers, administrative locations, and the Internet. AAA Mid-Atlantic relies on Avaya and its Avaya channel partner to continually enhance the critical communications lifeline between the organization and its members with state-of-the-art capabilities and operational efficiencies. During its latest technology refresh, AAA Mid-Atlantic deployed several of Avaya’s newest technologies to deliver the world-class communications that their members expect.
Challenge
• Deploy new multi-media functionality and other service enhancements to continue meeting the promise, “Members First”
• Build-in operational efficiencies, cost savings, and broad scalability for expansion efforts
• Effectively address the dramatic increase in call volume resulting from people keeping cars longer (i.e., driving older cars), due to the downturn economy
• Create multi layers of redundancy and enhanced call routing to “protect the call” and reduce the number of call abandons
Solution
Avaya Aura® Communication Manager 5.2;
Avaya 8730 Servers; Avaya Contact Center
Express 4.1; Avaya Call Center;
Avaya Voice Portal; Avaya Business Advocate;
Avaya one-X® Communicator; NICE Call Recording; Verint Workforce Management
Value Created
• Reduced cabling requirements per office by up to 50%
• Overall cost to add, move, or refurbish an office reduced by $5K-$10K
- Annual savings of $30-60K based on average 5-6 branches a year
- Total cost of ownership reduced by 20% (conservatively estimated)
- Less equipment and space required, installations are faster and easier
- Energy conservation (through benefits noted above)
- Total cost of ownership reduced by 20% (conservatively estimated)
- Less equipment and space required, installations are faster and easier
- Energy conservation (through benefits noted above)
• Enhanced disaster recovery and business continuity by connecting multiple offices
• Highly effective call routing, requiring minimal supervisory intervention to manage call ebb and flow – resulting in fewer than 3% call abandons
• Multimedia capabilities and self-service functionality – to provide members with state-of-the-art functionality and choice of media
• Mobility and home office solutions for non-call center associates
• Highly effective call routing, requiring minimal supervisory intervention to manage call ebb and flow – resulting in fewer than 3% call abandons
• Multimedia capabilities and self-service functionality – to provide members with state-of-the-art functionality and choice of media
• Mobility and home office solutions for non-call center associates
"It was essential to take our call handling capacity and reliability to a whole new level, but do it in such a way that our associate support still felt personal – just as if the member had walked into a local AAA office."- Dominic Grosso, CIO, AAA Mid-Atlantic, Inc.
Connect With Us
- How to Buy
- Find an Avaya Partner
- More Contacts
- 1-866-GO-AVAYA, prompt 2
