Avaya contact centre technology boosts services and reduces costs for Australian sales consultancy
Sydney, Australia 2016 – AIDA Group has deployed Avaya IP Office to transform its customer experience capabilities and therefore further improve sales, marketing and advertising outcomes for its not-for-profit and enterprise clients.
AIDA creates customised initiatives to help its clients better connect with their own customers. Its 300 field sales experts work with a diverse range of organisations across Australia and New Zealand, including the Red Cross, Médicins Sans Frontieres (Doctors Without Borders) and Telstra. These teams are supported by 11 contact centre specialists who, on behalf of AIDA’s clients, verify transactions and manage customer satisfaction.
AIDA’s contact centre previously used a basic telephony system which lacked automation and value-added services. As a result, it relied on a series of manual processes which limited the maximum number of potential transactions which could be managed by the contact centre each day, and therefore limited the number of sales made on behalf of clients.
Following consultation from Queensland-based communications services provider and Avaya partner, DMG Communications, AIDA transformed its contact centre with the Avaya IP Office platform by automating its processes to better respond to modern business demands and customer needs.
The implementation introduced various new capabilities to boost AIDA’s customer experience offering. This included automated recording capabilities, not only helping AIDA remain compliant with industry regulations, but importantly, allowing it to leverage real scenarios to provide one of the best possible training programs to its staff as part of their ongoing professional development.
Additionally, it provided live call queues and visibility into all communications so that staff have access to the necessary information to work closely with clients’ customers. As a result, customer enquiries and requests are fulfilled more quickly, leading to a more efficient experience.
Through automation, AIDA increased productivity throughout the call centre and generated cost savings, particularly when working with not-for-profits. It also has ability to handle a greater volume of calls in less time, which has reduced the number of resources required to manage these accounts, and therefore also decreased costs.
Additionally, Avaya provided AIDA with detailed reporting capabilities, including statistics on call duration, timestamps and quality of connections. Using these reports, AIDA is able to modify existing and create new sales, marketing and advertising strategies to better cater for the requirements of its clients’ diverse audiences.
The next step for AIDA is the introduction of Avaya click-to-dial facilities which will be integrated once it completes the development of a new, in-house customer relationship management (CRM) system. Click-to-dial is expected to significantly improve staff’s capacity to manage an increased number of calls each day.
“We have a small contact centre team supporting a wide range of salespeople across the country. This is why we were very eager to automate components of our contact centre system. Using the Avaya system, our staff has much more control over all calls coming in and going out. They are therefore better equipped to manage more calls each day, which means we can reach more customers on behalf of our clients, while also managing both our and their costs.”
Daren Williams, Acquisitions Manager, AIDA Group
“When you have a small group of specialists handling a large operation, each minute has a significant impact on the bottom line. With Avaya, AIDA is not only able to eliminate time-consuming manual processes, but it can also analyse where it can even further improve its processes to increase the value it delivers to its clients while keeping its own costs down. This is particularly important for the work it does around call verifications for the nation’s not-for-profit companies.”
Darren Read, General Manager, Services Australia and New Zealand, Avaya
Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that integrate with non-Avaya applications. The Avaya Engagement Environment enables third parties to create and customize business applications for competitive advantage. Avaya’s fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information please visit www.avaya.com.
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