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11-29-2018

Grupo Anfi Selects Avaya’s All-In-One Multichannel Contact Center Solution

Grupo Anfi improves customer experiences after implementing Avaya’s latest IP Office solution at its two call centers.

Madrid, Spain – November 29, 2018 – Grupo Anfi, one of the most important vacation membership companies in Europe, has trusted its communications to Avaya Holdings Corp. (NYSE:AVYA) by implementing Avaya IP Office at its two call centers.

Grupo Anfi offers luxury lodging and real estate around Europe, including timeshare facilities. The group runs two call centers, Anfi Vacation and Anfi Customer Service – both of which function as key contact and follow-up centers for the group’s clients. With the call centers in need of an upgrade, Grupo Anfi turned to Avaya and its partner, Mistral TIC.

“In the past we had a small switchboard with important technical limitations. We had lots of difficulties to create line hunt groups, change client’s rotation systems, plus the high maintenance costs”, explains Josué Ramirez, Systems Manager of Grupo Anfi. “We needed an upgrade and we found in Avaya the sturdiness and flexibility to meet our needs.”

The group opted for Avaya’s latest IP Office solution, which not only provided maintenance cost savings, but also provide VoIP capabilities and high availability. The all-in-one flexible IP Office platform helps to improve the customer experience and contact centre agent efficiency by adding powerful, affordable, multichannel functionality for voice, email, web chat, SMS, and fax to the contact centre, and turns a cost centre into a profit centre by using agent downtime to automatically initiate outbound upsell calling campaigns.

Among the system features, Ramirez highlights the sturdiness and flexible capabilities that enabled the group to create a multi-lingual survey system to gauge customer feedback. Available in seven languages, and taking note of the country the customer is based in, the system schedules callbacks to customers so that they can take the survey. The survey is recorded in a database and supervisors can access results through a web server within 15 minutes.

The Sales Department has also benefitted from the implementation, providing sales employees with the tools they require to conduct client follow-ups. Rather than relying on land line or mobile phone numbers, the system assigns each customer an identification number, making it possible for the group to create customer profiles.

“This change has been very important for us to consolidate sales and client satisfaction improvement since it enables data monitoring,” said Ramirez. “We are certain that we chose the right solution since we can now achieve this development on demand, which was unthinkable with the previous systems.”

For more information on this deployment, please visit: https://www.avaya.com/es/case-studies/anfi/

About Avaya

Businesses are built on the experiences they provide, and every day millions of those experiences are built by Avaya (NYSE: AVYA). For over one hundred years, we’ve enabled organizations around the globe to win – by creating intelligent communications experiences for customers and employees. Avaya builds open, converged and innovative solutions to enhance and simplify communications and collaboration – in the cloud, on-premise or a hybrid of both. To grow your business, we’re committed to innovation, partnership, and a relentless focus on what’s next. We’re the technology company you trust to help you deliver Experiences that Matter. Visit us at www.avaya.com.

Cautionary Note Regarding Forward-Looking Statements

This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," “our vision,” "plan," "potential," "preliminary," "predict," "should," "will," or “would” or the negative thereof or other variations thereof or comparable terminology and include, but are not limited to, expected cash savings and statements about growth, exchange listing and improved operational metrics. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company’s Registration Statement on Form 10 filed with the Securities and Exchange Commission, may cause its actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a further list and description of such risks and uncertainties, please refer to the Company’s filings with the SEC that are available at www.sec.gov. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, considering these risks and uncertainties, the matters referred to in the forward-looking statements contained in this report may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.

Source: Avaya Newsroom

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