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Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible.
Benefits
UK CLAIMS CENTER IMPROVES EXPERIENCE FOR CUSTOMERS DEALING WITH HOME EMERGENCIES
Insight into Inbound Callers’ Needs Sparks Creation of Outbound Calling Team and New App for Contractors
Time for a Change
Elevating and Personalizing the Customer Experience

Smart Call Recording
Optimizing Staffing and Customer Experience with Advanced Reporting
Visibility into Incoming Calls Sparks Innovation
"Because we didn’t have the visibility of incoming calls, we couldn’t really dedicate a team to outbound. Now that Avaya has given us greater control, we can.”
CHALLENGES
- Implement a higher capacity, more feature-rich contact center solution to ensure customer satisfaction during increased call volumes.
- Meet demanding Service Level Agreements and maintain optimal performance, 24x7.
VALUE CREATED
- Improved agent morale and increased customer satisfaction.
- Contact center agents can handle 150% of normal call volumes with capacity to spare.
- Average claim handling time reduced by a third, while callers receive a more personalized experience.
- Able to utilize call recordings much more effectively and efficiently.
- Wide range of SLAs met or exceeded.
- Created outbound calling team to enrich the customer experience while reducing incoming call volumes.
- Can now add multimedia options for customers, including email and web chat.
About CET
Average claim handling time reduced by a third, while callers receive a more personalized experience.