Solutions for today’s enterprise customer experience (CX) and employee experience (EX) challenges.
Full-featured contact center solution.
Secure, dedicated and managed cloud contact center running on Microsoft Azure.
Scalable and advanced contact center-as-a-service.
Collaboration tools, seamlessly integrated into your Avaya portfolio.
Unified video, conferencing, messaging, and more on Microsoft Azure.
Call, meet, message, and more—all in one app.
Integrate collaboration apps with Avaya Communication portfolio.
Cloud-ready pathways that integrate Avaya with third-party APIs.
A full-featured unified comms platform managed on-premises.
Rely on our team of experts to help you get the most from your investment.
Consult with the experts to create your best customer journey.
Explore our complete portfolio of devices for individuals and conference rooms.
Move at your pace with Avaya’s hybrid cloud options.
Deliver effortless experiences for customers and employees at every touchpoint.
Help your contact center run smoothly, no matter where your employees are.
Find an Authorized Avaya Channel Partner in your part of the world.
Build new, innovative communications solutions via Avaya’s open solution platforms.
See our partnerships with leading technology companies for unique and value-adding solutions.
Explore all of the partner types and programs available at Avaya
Sell the Avaya portfolio with benefits, incentives, lead gen, training, and marketing resources.
Transition customers to the cloud fast and on budget, supported by Avaya services and features.
Stay up to date on Avaya's latest news and solutions.
Deliver innovative and complete solutions to your customers.
Get to know Avaya through our blogs. Insights on collaboration, customer experience, AI, digital.
Watch videos and listen to podcasts by topic or just browse what’s new. Interviews, solutions, how-to’s, more.
See inspiring ways companies are using Avaya solutions to change the world of work.
Engage with us in an immersive and interactive experience—on site, virtually, or a combo.
Look at what's new in our world—and how it benefits yours.
Learn about the privacy, compliance, and security inside Avaya solutions.
Review the terms and policies associated with Avaya software and services.
Access a full range of information and assistance for your Avaya solution.
For research and support, access our product documentation resources.
Meet Avaya experts at our events, webinars, expos, conferences and more.
In person or online, gain a full understanding of your Avaya solution and its capabilities.
Insights
Newsroom
Share
Santa Clara, Calif. – January 25, 2018 – Avaya Holdings Corp. (NYSE:AVYA) today announced that Vectra S.A, one of Poland’s largest multimedia companies, has implemented Avaya’s customer engagement solutions to transform the customer experience for nearly one million subscribers. By deploying Avaya's omnichannel contact center solution, Vectra can deliver a seamless and consistent experience to its subscribers, enhance service quality levels and optimize the efficiency levels of its team.
Quality of customer experience is a key competitive differentiator for telecommunications providers. Vectra required a solution that integrated all aspects of the customer service experience, including the ability to proactively reach customers for sales and service opportunities, and handling inbound inquiries and requests. This meant an omnichannel communications solution that could support customers’ preferred channels – including voice, email, chat and social media in both self and assisted service. The solution also needed to integrate with other business applications, and provide real-time and historical visibility into contact center operations, enabling workers to be better informed and more efficient.
To achieve its vision, Vectra selected Sprint SA, an Avaya channel partner. Sprint and Avaya worked closely with Vectra to develop a deep understanding of the company’s needs before commencing the implementation, with Avaya consultants analyzing the main processes that interact with the contact center. By understanding Vectra’s existing customer service landscape and its near and longer-term goals and objectives, Avaya and Sprint consultants designed a solution to deliver an optimum customer experience that provides an unmatched competitive advantage.
The new contact center also provides the flexibility to add new technologies and grow as needs evolve. The entire operation is now supported by a unified reporting environment, enabling faster decision making, while workforce optimization components allow Vectra to monitor service quality and deploy staff resources according to traffic and workforce intensity.
“For Vectra, the most important goal of the project was to meet all the requirements defined by the business - and we succeeded. Avaya and Sprint had the technologies and expertise we needed to make customer service a cornerstone of our competitive strategy. We have the flexibility to bring on new capabilities according to emerging needs, such as speech analytics and other applications that allow deeper insight into our customers’ experience.” Marcin Zwierzchowski, IT Director Vectra
"In a competitive communications industry, market leaders like Vectra need to deliver differentiated customer experiences to stand out from their rivals. By working closely with Vectra from the very beginning of this project, we were able to gain deep insight into their business needs and ensure that we were able to meet them, helping Vectra to create the outstanding experiences that will inspire loyalty in their subscribers. We are not just a technology supplier, we are a trusted partner and we look forward to continuing to work with Vectra in the coming years.”Artur Chmielewski, managing director, Avaya Poland
About Avaya 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— offered on premises, in the cloud, or a hybrid. Today’s digital world requires outstanding communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www.avaya.com.
Source: Avaya Newsroom
###
Alex Alias
Avaya Corporate Communications
alalias@avaya.com
Phone: 669-242-8034
Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits. Avaya contact center and communications solutions power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create. Learn more at https://www.avaya.com.