Santa Clara, Calif. -- May 9, 2018 – Avaya Holdings Corp. (NYSE:AVYA) today announced that Xtrasource, a specialist in customer service, has selected Avaya Oceana® as the omnichannel solution for its customer contact center. Dimension Data, an Avaya partner, will replace Xtrasource’s current contact center software with the Avaya solution, creating a ‘single stream’ environment for all channels that helps enable the company to work more effectively, gain a better understanding of customer history and provide better service.
Xtrasource, a Webhelp subsidiary, offers multilingual technical support and customer service for a number of organizations. The company supports clients and their customers improve business operations, efficiency and customer satisfaction from locations in the Netherlands, France and Copenhagen.
With the implementation of the Avaya Oceana, Xtrasource will be able to handle customer contacts arriving via voice, e-mail, chat, social media and video chat within one interface. Xtrasource will also gain the ability to add functionality based on its own specific needs and those of its customers with the Avaya Breeze development platform, such as co-browsing, in which a service representative shares and views a webpage simultaneously with the end customer. In addition, Xtrasource will be able to connect with various CRM systems of its customers to synchronize databases.
With Avaya Oceana, Xtrasource expects to streamline internal processes since agents can serve their end customers from a single interface. With all instances of customer communications consolidated into a single source, the company will also have better insights as to how it can provide a positive customer experience.
"The integrated approach is central. By choosing the new Avaya Oceana omnichannel solution, we can optimally guide and influence the customer journey and the experience,” said Thomas Blankvoort, Managing Director of Xtrasource. “We believe that the ability to continue developing on the platform and connecting to the many CRM systems of our customers is unique and progressive."
“With Avaya Oceana, Xtrasource has a tool to better serve its customers and the organization is ready for the future," says Wouter Bakker, Business Unit Digital Workplace Director at Dimension Data. "It is Xtrasource's goal to provide optimal service to both its customers and end customers, and we are proud of our role in achieving that goal."
Xtrasource specializes in multilingual technical support and customer service for high-tech, consumer electronics and software companies. From offices in the Netherlands, France and Denmark, the organization supports clients and their customers in more than 20 different languages throughout Europe. Xtrasource offers tailor-made solutions, including CRM support, logistical support, tailor-made software and multichannel customer communication. Xtrasource is part of the Webhelp Group, a leading and international provider of Business Process Outsourcing Solutions with more than 40,000 employees. More information can be found at http://www.xtrasource.com/.
Avaya is a global leader in digital communications software, services and devices for businesses of all sizes. Our open, intelligent and customizable solutions for contact centers and unified communications offer the flexibility of Cloud, on-premises and hybrid deployments. Avaya shapes intelligent connections and creates seamless communication experiences for our customers, and their customers. Our professional planning, support and management services teams help optimize solutions, for highly reliable and efficient deployments. Avaya Holdings Corp. is traded on the NYSE under the ticker AVYA. For more information, please visit www.avaya.com
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Source: Avaya Newsroom