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Avaya ENGAGE - New Orleans, LA – January 31, 2018 – Avaya (NYSE: AVYA) and the International Avaya Users Group (IAUG) today announced the recipients of its Customer Innovation Awards. The Customer Innovation Awards represent those companies that have implemented Avaya Engagement Solutions to significantly transform their business operations to improve customer service, employee productivity, efficiency and their bottom line. The awards were announced during Avaya ENGAGE 2018, the company’s signature event to bring together customers, technology and channel partners and Avaya executives.
The 2018 Customer Innovation Award recipients are:
Business Transformation Award – Boeing, Chicago, Illinois To improve customers’ experience when calling its customer call center, Boeing worked with Avaya and DevConnect partner Appcom to simplify its contact center operation and create a single, integrated dashboard that eliminates multiple steps and automates workflows. The updates free up agents to help more customers and address their technical issues.
Digital Transformation Award – Liberty Mutual, Boston, Massachusetts Liberty Mutual Insurance, a global diversified insurance provider and the fifth largest insurance provider in the U.S., is on a digital transformational journey to better serve its customers and employees worldwide. As part of an overall initiative to improve the customer experience, Liberty Mutual’s IT Help Desk deployed Avaya Breeze with a custom Snap-in into its Avaya contact center.
“To keep up with customer expectations – both internally and externally – we need to develop products that keep pace with their changing expectations and enhance their user experience. With the enhancements to our IT Help Desk contact center operations, we’ve significantly increased our agent efficiency as well as customer and business insights, helping us move closer towards the goals we set for our digital transformation strategy.” Mark Cressey, General Manager and CIO, Hosting Services, Liberty Mutual Insurance
Midmarket Transformation Award – Energisa Distribuidora, Brazil Energisa Distribuidora is constantly growing and investing to improve the services for its more than 6 million customers in Brazil. To support this growing the company took a strategic look at the technology requirements that could support its team approach to planning and service. A new Avaya IP Office platform enabled immediate growth of 30 percent more users, with a host of new features and capabilities and the opportunity to reduce costs.
“The value that Avaya IP Office provided was important to our business strategy. The solution enabled us to increase productivity and better manage IT/Telecom resources and requirements.” Savio Ricardo Muniz Aires da Costa, Director, Energisa Distribuidora
Unified Communications Excellence Award – Inova, Leesburg, Virginia A nationally recognized hospital with a 100-year legacy of compassionate community care, Inova is regularly on the vanguard of using technology to improve patient care. Named a U.S. News and World Report Best Hospital for 2017-18, Inova is taking the next step to deliver great efficiency and connectivity in its staff communications with a newly upgraded system that includes Avaya Equinox. Avaya Equinox and the new system will enable staff to use voice, video, chat, conferencing and more on any device they use – and even switch devices mid-stream.
“At Inova, patient care is first and foremost. We are working to enable our very mobile staff to more effectively engage with other care team members on a standardized interface in order to speed and streamline our patient care. We believe this change will improve the patient and their family’s experience thereby making Inova a likely place to be recommended.” Jim Hennigan Manager, IT Voice Communications, Inova Health System
Technology Transformation Award – Exelon, Owings Mills, Maryland Exelon quickly and seamlessly upgraded multiple business units by leveraging the Avaya infrastructure that had been put in place to support its contact center. In the highly regulated utilities industry where voice is key and downtime is unacceptable, using the Avaya PodFx help