Business Recovery During Major Disasters |
Avaya Can Help
Flexibility is key in the current landscape as COVID-19 has made it difficult to predict what we’ll need to handle next.
We had dozens of contact center employees adjusting to working from home. We were dealing with a huge influx in call volume ... There would have been upset callers, long hold times, and a certain decline in customer experience. The investment we made in Avaya years back has paid off.
We looked at other vendors but made the decision to go the Avaya route because I knew I was getting a stable, reliable, robust and scalable platform.
The current API capabilities are robust and we are excited for what the
future brings with the CPaaS portfolio.
We saw different technologies increasingly merging into each other and recognised that a change in our technology were needed to reap the full benefits of a centralised IP platform.
With our Avaya Mobile Experience dashboard, we can see that 25% of our inbound calls are from mobile devices. The savings we’ve gained are considerable. This year, we’re projecting an annual savings of around 40% compared to last year.
We conducted an extensive review of available market solutions, Avaya clearly differentiated themselves in terms of the approach to AI.
From our industrial bank days, we knew Avaya could provide the contact center solution, but having the same partner across the customer experience has made things simple for us.
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