Austin, Texas – Avaya ENGAGE® 2019 – January 23, 2019 – Avaya Holdings Corp. (NYSE: AVYA) and the International Avaya Users Group (IAUG) today announced the recipients of their 2019 Customer Innovation Awards. The awards were announced during the Avaya ENGAGE 2019 user group conference, the communication and collaboration industry’s signature event bringing together customers, technology and channel partners, industry influencers and Avaya leaders.
These awards recognize companies that have implemented Avaya customer and workforce engagement solutions to significantly transform their business operations and improve customer service, employee productivity, organizational efficiency and their bottom line. This year’s recipients are:
- Customer Experience Award – C3i Solutions and Marriott
With more than 150 diverse clients, many among the Fortune 500, C3i Solutions is a leading business process outsourcing (BPO) company supporting over 35 million omnichannel interactions annually in 175 countries via its customers’ communications channels of choice. C3i Solutions chose Avaya for its flexible, integrated solution set, and the ability to add multiple channels and innovative capabilities which streamlined operations, deceased operating costs and improved end-customers experience.
“Consumers expect to engage wherever, whenever, and however they prefer,” said Michael Dean, CTO, C3i Solutions. “We partnered with Avaya for the experience and flexibility to drive innovation and deliver customized contact center solutions to our clients and their customers.”
- Emerging Technologies Award – ACS Technologies
Since 1978, ACS Technologies has developed outstanding solutions specifically for faith-based organizations. Today, ACS serves nearly 50,000 clients. The company chose Avaya IX Digital Contact Center solutions to improve customer service, build loyalty and grow revenue through attribute-based alignment of customer preferences and historical interactions, with a projected 35 percent savings over their previous solution.
“With the Avaya IX Digital Contact Center platform coupled with Avaya IX Mobility, ACS Technologies is able to offer a higher level of customer service,” said Lisa Newell, Support Systems Integration Analyst, ACS Technologies. “Matching customers with the most qualified agent to solve their problem the first time allows them to interact on the channel they choose provides a better experience for the customer.”
- Team Experience Award – Scripps Health
Scripps Health is a nonprofit integrated health care delivery system based in San Diego, California. Scripps treats more than 750,000 patients annually through the dedication of 3,000 affiliated physicians and more than 15,000 employees among its five acute-care hospital campuses, home health care services, 27 outpatient centers and clinics, and hundreds of affiliated physician offices throughout the region. Avaya IX Digital Workplace helped streamline operations and improve patient experience by getting patients connected with the right healthcare experts quicker and responding to queries with greater efficiency – improving the overall patient experience.
“Patient experience is top of mind at Scripps Health,” said Christian Aboujaoude, MBA. CBCP. Senior Director Enterprise Architecture, Scripps Health. “Avaya’s healthcare solutions allow us to streamline communications, both between members of our care team and between the care team and the patient allowing us to improve our business operations while improving our patient experience.”
“Each year, it’s exciting to be a part of this wonderful opportunity to join Avaya in recognizing their customers for the exciting work they are doing,” said Marilyn Shuck, President, IAUG. “It’s inspiring to see how others leverage Avaya solutions to move their organizations forward and bring innovation into their work. Opportunities to showcase these successes and share experiences that can impact members globally is one part of what makes our whole community so unique.”
“It is an honor to showcase the innovations that these companies are driving forward to enhance the customer and workforce experience within their organizations,” said Dino Di Palma, President, Americas Sales & Global Accounts, Avaya. “As a leader in digital communications, Avaya strives to provide solutions enabling our customers to make every experience as seamless and connected as possible, so employee collaboration is easier and more efficient, and customer satisfaction is higher. We celebrate the tremendous accomplishments of these important Avaya customers.”
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.
At 5,200 members strong, IAUG is one of the world’s largest international organizations for communications technology professionals. It is the primary forum for the global Avaya customer community, offering a voice and resources for Avaya customers everywhere.