nTelos Wireless Delivers Breakthrough Service with Avaya Customer Experience Interaction Management
13 Aug 2012
Company establishes a single, centrally managed virtual contact center for seamless support of customers in seven states.
Self-service capabilities developed with Avaya Aura® Experience Portal save thousands of agent hours by automating customer interactions.
Avaya Aura® Workforce Optimization solutions enable informed staffing decisions that drive quality up and costs down.
SPEECHTEK 2012, CRM EVOLUTION AND CUSTOMER SERVICE EXPERIENCE - New York City – Today Avaya announced that regional service provider nTelos Wireless is driving down costs and delivering market-leading customer service by using Avaya Customer Experience Interaction Management solutions for contact center, speech and workforce optimization.
Based in Waynesboro, Va., nTelos Wireless serves 420,000 high-speed voice and data subscribers across seven states. The company works in a rapidly changing industry and must respond quickly to customers and competitors. With Avaya Customer Interaction Management solutions supported by an Avaya Aura® communications infrastructure, nTelos Wireless has been able to:
Resolve 97 percent of customer inquiries on the first call, with a nearly perfect customer satisfaction rating of 99 percent.
Establish a single, virtual contact center to support its extended operations – linking five regional contact centers and 70 retail outlets.
Achieve significant cost savings by handling more than half of the 6.6 million customer calls received annually using automated self-service capabilities. One example: A single “automated access to balance information” application is saving the company more than 25,000 agent hours a year.
Instantly match customer calls to the expert best suited to handle them, ensuring a better customer experience, reduced wait times and lower call abandonment rates.
Optimize staffing levels for anticipated call volumes, driving improved service and lower costs.
Save $72,000 annually on the cost of local phone lines by using IP phones in 70 retail stores.
nTelos Wireless also uses Avaya self-service applications developed by Interactive Northwest, Inc. (INI) to take advantage of the capabilities of Avaya Aura and Avaya Aura Experience Portal – the latest generation of Avaya’s award-winning Avaya Voice Portal. Experience Portal provides a single software platform for both inbound and outbound self-service applications across multiple media, including phone, video, mobile devices, email and SMS text. Intelligent call routing capabilities make it easy to orchestrate a seamless handoff from self-service to an agent, improving the overall customer experience.
Avaya Aura Workforce Optimization tools allow nTelos Wireless to capture and analyze contact center information and achieve continuous productivity improvements. The company can easily analyze call patterns to determine how many agents it needs and when in order to achieve quality goals. Workforce Optimization also enables the business to save costs by analyzing whether it is more efficient to add staff or to have agents work overtime.
The Avaya Customer Experience Interaction Management solution for nTelos Wireless was designed and deployed by NACR, an Avaya Connect Platinum Partner.
This announcement highlights Avaya’s commitment to bringing The Power of We™ to every Avaya customer to help drive faster collaboration, smarter decisions and better business results.
Quotes "With Avaya Aura® Experience Portal, our contact center can readily develop new time-saving self-service applications for straightforward inquiries. We free our associates to focus on more complex customer needs and on valuable up-sell opportunities. We’re able to achieve extremely high customer satisfaction rates and save tens of thousands of hours of associate time."
"There is inherent reliability in the Avaya architecture. If we lose one site temporarily, the associates’ phones can reregister at another location without loss of service. So we have very high availability at minimal cost."
"We’re in a rapidly changing industry and must respond quickly to what our competitors are doing. With Avaya Aura Experience Portal, our contact center is in a much better position to incorporate new time-saving applications so agents can focus on our customers. And with Avaya Aura Workforce Optimization, we have great tools to effectively manage our workforce. This keeps our costs in line while still delivering excellent service." JOHN MARK LOGAN, SENIOR NETWORK ENGINEER, nTELOS WIRELESS
Avaya at SpeechTEK, CRM Evolution and Customer Service Experience At the SpeechTEK, CRM Evolution and Customer Service Experience events occurring simultaneously on August 13-15 in New York City, Avaya (Booth #603) will spotlight its latest Customer Experience Interaction Management solutions for organizations of all types and sizes. Avaya Customer Experience International Management experts will be on hand leading sessions and showcasing the latest in social media, mobile, performance analytics and multichannel self-service.
Tags: Avaya, Aura, customer service, call center, call routing, contact center, mobile customer service, self-service, speech applications, Customer Experience Interaction Management, workforce optimization.
About Avaya Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
About NACR NACR is the world's leading independent integrator of communications solutions and services, with over 5,500 clients that range from small businesses to FORTUNE® 100 and global enterprise clients. One of Avaya's largest global channel partners, NACR is part of the ConvergeOne family of companies. For more information, please visit www.nacr.com.
About Interactive Northwest, Inc. Interactive Northwest, Inc. (INI) develops innovative interactive voice response computer telephony integration and self-service applications for high-volume call centers. The firm is a long-standing partner in the Avaya DevConnect program and a developer of call center speech applications. For more information, please visit www.interactivenw.com.
About nTelos nTelos Holdings Corp., operating through its subsidiaries as “nTelos Wireless,” is headquartered in Waynesboro, Virginia, and provides high-speed, dependable nationwide voice and data coverage for over 400,000 retail subscribers based in Virginia, West Virginia and portions of Maryland, North Carolina, Pennsylvania, Ohio and Kentucky. For more information, please visit www.ntelos.com.
Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov/. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.
TRIAL AGREEMENT FOR AVAYA COLLABORATORY
v. 1.0 January 27, 2018
"TRIAL CUSTOMER," "YOU", OR "YOUR" AS REFERENCED HEREIN MEANS THE LEGAL ENTITY WHICH IS ACCEPTING THIS TRIAL AGREEMENT, PLACING AN ORDER UNDER THIS TRIAL AGREEMENT, OR IS DOWNLOADING, ACCESSING OR USING THE SOFTWARE AND SERVICES (OR HAS PERMITTED SOMEBODY TO DO SO ON ITS BEHALF).
YOU REPRESENT THAT YOU ARE A CORPORATION, COMPANY OR OTHER BUSINESS ENTITY, AND NOT A CONSUMER, AND THAT YOU HAVE AUTHORIZED THE PERSON ACCEPTING THIS TRIAL AGREEMENT TO BIND YOU TO THIS TRIAL AGREEMENT. THE PERSON ACCEPTING THIS TRIAL AGREEMENT ON YOUR BEHALF REPRESENTS THAT HE OR SHE HAS READ THE TRIAL AGREEMENT DOCUMENTS IN FULL AND HAS FULL LEGAL AUTHORITY TO LEGALLY BIND YOU TO THIS TRIAL AGREEMENT. SUCH PERSONâS ONLINE ACCEPTANCE OF THIS TRIAL AGREEMENT WILL HAVE THE SAME LEGAL EFFECT AS IF YOU WERE PROVIDING A HANDWRITTEN SIGNATURE OF ACCEPTANCE. IF SUCH PERSON DOES NOT HAVE SUCH AUTHORITY OR IF YOU DO NOT WISH TO BE BOUND BY THIS TRIAL AGREEMENT, SELECT THE "I DECLINE" BUTTON AT THE END OF THIS TRIAL AGREEMENT. OTHERWISE, SELECT THE "I ACCEPT" BUTTON AT THE END OF THIS TRIAL AGREEMENT TO SIGNIFY THAT YOU AGREE TO THE TERMS AND CONDITIONS OF THIS TRIAL AGREEMENT. YOU MAY PRINT A COPY OF THIS TRIAL AGREEMENT BY SELECTING THE "PRINT" BUTTON AT THE END OF THIS AGREEMENT. THIS AGREEMENT IS EFFECTIVE AS OF THE DATE YOU EITHER SELECT THE "I ACCEPT" BUTTON OR ACCESS OR USE THE AVAYA SOFTWARE OR HOSTED SERVICES.
YOU RECOGNIZE AND AGREE THAT THE SOFTWARE AND SERVICES ARE FOR BUSINESS USE AND NOT FOR CONSUMERS, AND YOU REPRESENT AND WARRANT THAT YOU WILL USE THE SOFTWARE AND SERVICES FOR BUSINESS PURPOSES ONLY AND NOT FOR PERSONAL, FAMILY, HOUSEHOLD, OR ANY OTHER CONSUMER PURPOSE.
Avaya and its licensors reserve and retain all right, title, and interest in the Hosted Services and any and all software, products and services that are included in the Hosted Services, including, but not limited to, any and all modifications and derivative works made thereto. Avaya hereby grants You a limited, non-exclusive, non-transferable, royalty-free right to access and use the Hosted Services during the Trial Period (defined below) solely for Your internal evaluation purposes only and only for use in a non-production environment. You shall not reverse engineer, decompile, sublicense, lease, assign, copy, modify, merge or transfer the Hosted Services or any Avaya software or code.
Trial Customer may internally trial the non-production version of the Hosted Services from the United States only for a period of up to 90 days from the date when Avaya enables access to the Hosted Services or otherwise makes the Hosted Services or its software available to You, unless that time period is modified in writing by Avaya at its discretion ("Trial Period"). This trial is for Your internal review only, and You may not offer the Hosted Services to any End User or other party during the Trial Period. Upon expiration of the 90 day trial period or any extension thereof, You shall cease use of the Hosted Services, return all software to Avaya, and irretrievably delete all software from your systems. Upon request, a duly authorized representative of Trial Customer will certify such destruction to Avaya. Avaya may share such certification with applicable suppliers whose software is part of the Hosted Services.
Avaya provides the Hosted Services "AS IS" for non-production use only without any warranties, express or implied, and without any promise to enter into a definitive agreement with You for the purchase or license of the Hosted Services. Use of the Hosted Services is at Your own risk, and You understand and agree that if the Hosted Services do not operate as expected, or if Avaya so chooses, Avaya reserves the right to end the Hosted Services trial without liability to Avaya. Either party, without any liability to the other, may terminate this trial early.
AVAYA DISCLAIMS ALL EXPRESS, STATUTORY, IMPLIED OR OTHER WARRANTIES, INCLUDING, BUT NOT LIMITED TO, ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NONINFRINGEMENT.
AVAYA AND ITS SUPPLIERS SHALL NOT BE LIABLE FOR ANY INCIDENTAL, INDIRECT, SPECIAL OR CONSEQUENTIAL DAMAGES IN CONNECTION WITH, ARISING OUT OF OR RELATING TO THIS TRIAL AGREEMENT OR USE OF HOSTED SERVICES, OR FOR THE LOSS OR CORRUPTION OF DATA, INFORMATION OF ANY KIND, BUSINESS, PROFITS, OR OTHER COMMERCIAL LOSS, HOWEVER CAUSED, AND WHETHER OR NOT AVAYA HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.
IN NO EVENT SHALL AVAYA'S OR ITS SUPPLIERâS TOTAL LIABILITY TO TRIAL CUSTOMER IN CONNECTION WITH, ARISING OUT OF OR RELATING TO THIS TRIAL AGREEMENT OR THE HOSTED SERVICES EXCEED FIVE HUNDRED DOLLARS ($500). THE PARTIES AGREE THAT THE LIMITATIONS SPECIFIED IN THIS SECTION WILL APPLY EVEN IF ANY LIMITED REMEDY PROVIDED IN THIS TRIAL AGREEMENT IS FOUND TO HAVE FAILED OF ITS ESSENTIAL PURPOSE.
FOR PURPOSES OF THIS TRIAL: (i) THE HOSTED SERVICES ARE NOT A TELECOMMUNICATIONS SERVICE; (ii) THE HOSTED SERVICES MAY NOT BE CONNECTED TO THE PUBLIC TELEPHONE NETWORK; (iii) THE TRIAL CUSTOMER MAY NOT USE CONFIDENTIAL, PERSONAL, PERSONALLY IDENTIFIABLE, PRIVATE, OR PERSONAL HEALTH INFORMATION WHEN USING THE HOSTED SERVICES; (iv) THE HOSTED SERVICES MAY NOT BE USED FOR ANY HIGH RISK ACTIVITIES; AND, (v) TRIAL CUSTOMER ACKNOWLEDGES AND UNDERSTANDS THAT THE HOSTED SERVICES ARE NOT INTENDED TO SUPPORT OR CARRY EMERGENCY CALLS OR COMMUNICATIONS OF ANY NATURE TO ANY TYPE OF EMERGENCY SERVICES OF ANY KIND, INCLUDING 911 AND E911 SERVICE OR SUCH SIMILAR SERVICES WHICH MAY BE LIMITED OR UNAVAILABLE. AVAYA IS NOT LIABLE IN ANY MANNER FOR TRIAL CUSTOMERâS USE OF THE HOSTED SERVICES IN VIOLATION OF THIS PARAGRAPH.
You shall observe all applicable laws and regulations when accessing and/or using the Hosted Services or any content of the Hosted Services, including, but not limited to, any export and import laws and/or regulations.
Because Avaya provides the Hosted Services to You as a trial, Your feedback will be essential to Avaya. Avaya will contact You periodically for Your feedback and You will provide feedback to Avaya. Any feedback You provide will become the property of Avaya, without any payment or other conditions owed to You. By signing below, You hereby assign to Avaya all right, title, and interest in and to such feedback. Avaya cannot promise to implement any of Your feedback in any future releases of the service.
Avaya and its suppliers reserve and retain all right, title, and interest in the Avaya Hosted Services, trial or otherwise. You must maintain the confidentiality of any information Avaya provides regarding the Hosted Services and any conversations Avaya has or other information Avaya exchanges about the Hosted Services, including Your feedback and comments ("Confidential Information"). You may not disclose to any third party, or provide or enable access to the Hosted Services or any other Confidential Information, by any third party. By signing below, You agree to take all reasonable precautions to protect Avayaâs Confidential Information, and Avaya will also take all reasonable precautions to protect any confidential information You share with us in connection with this Hosted Services, which, at the time of disclosure, is designated as confidential.
YOU SHALL DEFEND, HOLD HARMLESS, AND INDEMNIFY AVAYA AND ITS AFFILATES FROM AND AGAINST ANY DAMAGES AND LOSSES, INCLUDING BUT NOT LIMITED TO COURT COSTS AND ATTORNEYSâ FEES, IN CONNECTION WITH ANY THIRD PARTY CLAIMS OR ACTIONS BROUGHT AGAINST AVAYA AND/OR ITS AFFILIATES AS A RESULT OF OR RELATED TO YOUR USE OF THE HOSTED SERVICES OR ANY FAILURE BY YOU TO COMPLY WITH THIS TRIAL AGREEMENT.