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Avaya Customer Engagement Solutions simultaneously enable the transformation of the user experience and more than doubled the productivity of Brazilian company’s contact center
Santa Clara, Calif. - May 3, 2017 - The Hub Card – a program manager specializing in prepaid payment solutions such as gift cards – has increased scale, productivity and improved responsiveness with Avaya Customer Engagement Solutions.
The Brazil-based organization had an increasing number of customers that the existing contact center solution could no longer support with timely responses. The lack of reports from the call center also made it impossible to measure the quality of care provided.
Avaya Customer Engagement Solutions provided a unified approach, new multichannel capabilities and ease of use that has more than doubled the productivity of the workforce. At the same time, service quality has improved – from the ability to access real-time and historical reporting and recordings, down to the ability to view the performance of individual agents and determine if additional training is needed.
The new Avaya solutions allowed the company to easily integrate new technologies with existing ones such as their IVR, providing investment protection, and reducing disruption to the operation and to customers.
Adriano Tchen, CTO of Hub Card said; "Avaya Customer Engagement Solutions have expanded our service capabilities and increased productivity. Previously, each agent managed two thousand contacts each month, but with the new solution they began to attend five thousand calls in the same period. It was a huge evolution.”
About Hub Prepaid Hub Prepaid, a holding company in the prepaid card industry, is formed by seven companies specializing in electronic payment media: Vale Presente, PayPaxx, Master Power, Social Bank, Hub Card, Fintech Hub and Hub Risk. With a total investment of around 100 million reals and with approximately 250 employees, it operates in all stages of the card business chain, for individuals and legal entities. It is the only one in Latin America with a specialized structure capable of operating from end to end, including issuing and printing cards, personalization, financial administration, authorization and transaction processing. Its vertical and integrated structure allows its companies to deliver solutions in their respective markets, which excel in performance and innovation. One of its companies is the Hub Card Program Manager, for the group companies and large banks, with integrated solutions for the management of prepaid cards (gift card, cards for control of loan payments, management of expenses and receivables).
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 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.
Certain statements contained in this press release may be 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 are reasonable, such forward looking statements involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results to differ materially from any future results 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.
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Corporate Communications, North America
deblewan@avaya.com
630-245-2720
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.