Meet the 2015 Avaya Innovation Award Winners: T-Mobile, MGM Resorts, BBVA Bancomer, City Beach and Bankers Life
Even in an established business, there’s room for innovation. As the 2015 Avaya Innovation Award winners prepare to accept top accolades at the International Avaya User Group CONVERGE2015 conference in Denver, they’ve proven that the most important part of a business – its communications – can continue to evolve.
Not Just Another Day at the Beach
As with many companies, legacy infrastructure and its limitations were causing Australian retail fashion chain City Beach to be unfashionably late when it came to bringing new locations online.
Eight weeks for a new store location’s telecommunications to be provisioned, plus the cost and associated headaches, led the Brisbane-based Midmarket Innovation Award Winner to search for a solution that would tie everything together on one platform, which would not only reduce costs but increase flexibility.
After examining its options, City Beach chose Avaya IP Office to serve its headquarters, warehouse, and 65 retail stores.
“Avaya fit the bill for a quality solution and equipment, and the price was right,” said Rhian Greenway, City Beach’s Chief Information Officer. “We looked at a number of different systems, and they all were missing something: the user interface or advanced remote functionality. Avaya had those.”
Now, the warehouse, stores, and headquarters are all connected, and City Beach can quickly create new extensions or provision new lines. What once took eight weeks now only takes 10-15 minutes, according to Greenway. “We don’t have to worry about telephony as a barrier to trade,” he said.
Transforming Business, Engaging Customers and Teams
T-Mobile recently undertook an overhaul of its customer service operations, with the goal of delivering better customer satisfaction, customer retention–and ultimately, revenue.
That would require upgrading decade-old technology, not just customer-facing IVRs, but also technology used by agents. T-Mobile takes home the Customer Engagement Award by deploying a host of Avaya solutions to make the customer engagement experience much more pleasant, from Avaya Aura Experience Portal applications to Nuance Speech Recognition.
MGM Resorts has deployed Avaya Aura 6.3 for what will be the first two of many hotel communications infrastructure transformations across all their global hotel properties. The projects are at its New York-New York and Monte Carlo resort locations, and involve migrating from a traditional PBX construct to a virtualized private cloud solution, with a minimal hardware footprint on-premise. This allows MGM to deliver UC services from a private cloud, flexibly and cost-effectively, in the same cloud-centric way that all of MGM’s other IT applications are deployed and delivered.
Fast-growing Mexican bank BBVA Bancomer needed to engage another set of tough customers: its team of over 11,000 users. It needed a solution that would grow with them, migrate easily, and allow the company to introduce mobility to its workforce. It found that with Avaya Aura and Communication Manager, garnering it this year’s Team Engagement Award.
And finally, insurance companies, like telecommunications, are considered stable. But Business Transformation Award winner Bankers Life (a national life and health insurance brand of CNO Financial Group) found that its legacy system was unable to collaborate to meet customer needs. A switch to Avaya solutions means that agent retention has improved, top talent is attracted – and customers ultimately are satisfied. Bankers Life is able to introduce a mobile workforce into its operations, allowing for a 24/7/365 customer experience.
While these five companies may seem very different, they all understand the value of communication. Whether it’s between internal sites, with customers, or providing the backbone for rural schoolchildren to learn, they’ve chosen Avaya to help transform the way they communicate.