NEWS & EVENTS
Avaya Solutions Help Leading Medical Supplier Expand Customer Service and Sales
Byram Healthcare lays a foundation with Avaya Networking, tops it with Contact Center and Unified Communications applications for higher capacity and cost efficiency
Santa Clara, Calif. - December 6, 2016 - When the largest supplier of disposable medical products gets a call from a customer for supplies, rapid response and delivery is mission-critical. When Byram Healthcare needs the reliability and capacity to efficiently manage approximately 300,000 calls per month, the company looks to Avaya for its highly demanding environment.
Byram Healthcare set the stage for its next level of growth by upgrading its foundation with Avaya Networking to get the gigabit capacity in the data center and 100Base-T at the edge network to connect 26 locations across the US, including 19 contact centers. The flexibility of Avaya Networking allowed the company to phase in the new and phase out the old without disrupting ongoing operations. The new network was more than adequate to allow Byram to add Avaya Unified Communications and Contact Center solutions for a highly reliable platform on which to expand and improve customer service.
The company’s customer service needs are highly complex: in addition to operating multiple contact centers staffed by 600 agents who receive millions of calls received annually, the company has seven therapeutic product categories - each of which involve several customer service functions. The Avaya Contact Center provides the speed, flexibility and level of integration that enables all the moving parts to work together efficiently, including the integration with the company’s ERP system.
With Avaya, Byram gained significant benefits, including:
- Substantial savings on equipment, software and staff time
- High network reliability and scalability
- Ease of management
- Extensive self-service capabilities (via IVR)
- Agile agent functionality and greater productivity
- Enhanced supervisor capabilities
- Comprehensive reporting
- Extended contact center hours
- Business continuity during emergencies
- Significantly lower wait and transfer times
- Enhanced supervisor capabilities
- Optimized customer experience
- Contact center is a vital revenue-driving asset
Avaya channel partner, SPS, sold and delivered the Avaya solution to Byram Healthcare.
To learn more about Byram Healthcare and the value of its Avaya solutions, click here to read the case study.
“The combination of Avaya networking, VoIP telecommunications, contact center technologies, and IVR functionality helps us to deliver effective customer service and revenue generation for our business. We set out to find an effective and cost-efficient contact center solution to help us provide a high-quality customer experience, ensure the revenue flow, optimize productivity, and improve our capital and operating costs.We found what we needed with the Avaya Aura Contact Center and our Avaya IVR. This system is the Cadillac in its field, but without the comparable high-end pricing.”
Nick Piecora, CIO for Byram Healthcare
About Byram Healthcare
Byram Healthcare, a Mediq Direct Company, is headquartered in WhitePlains, New York and has locations across the United States. They have been a leader in disposable medical equipment delivery since being founded in 1968. Byram provides quality supplies, support and services, specializing in diabetes supplies, ostomy supplies, wound care supplies, urology supplies, incontinence supplies, enteral nutrition, and breast pumps.
Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As the global leader in delivering superior communications experiences, Avaya provides the most complete portfolio of software and services for contact center and unified communications with integrated, secure networking— offered on premises, in the cloud, or a hybrid. Today’s digital world requires some form of communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www.avaya.com.
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