Contact Center Solutions Featured Article

Avaya Unveils Customer Effort Impact Survey

June 25, 2013

Convenience comes at a cost; but for many companies, so does inconvenience. In these days of intense competition, customer satisfaction is the key for any company, and neglecting that might prove fatal.

If the customer is putting in more effort to get the service from your company, chances are, he will have a negative perception about your company as a whole, says a new Customer Effort Impact survey by Avaya. According to the company, these results stress the need to provide a customer survey that involves less effort.


Often, the way a customer looks at the service and the way a company looks at it are different. While companies look to enhance their profit and cut costs, customers simply want excellent service from all the departments. But providing good service comes at a cost, and some companies are not always willing to bear that cost.

But the inconvenience comes at a cost too. If the company is too keen on saving money on customer service, it will likely lose some business from irritated customers, and will hurt its reputation too, the survey reveals.

With its Aura Contact Center solution, Avaya enables companies to facilitate customer contact through multiple media types. This improves the efficiency of agent and supervisor, and enhances the customer experience on a whole.

Mark Wilson, chief marketing officer at Avaya, said, “Direct experience is one of the leading contributors to a customer's impression of a brand and the likelihood that they'll be a fan or a detractor. Companies need to test the service experience at every point in the customer journey to see how much effort it requires and whether it supports their brand objectives and business priorities.”

Recently, the company unveiled the new Avaya 9600 IP phones series. This series is also known as Avaya one-X Deskphones. According to the company, these phones represent VoIP (Voice over IP) technology.




Edited by Alisen Downey



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