Response time has become an important metric for how companies gauge customer service, whether it is for consumers, vendors or partners. And with today's digital technology, they all expect near instant response when they request something. For Head Germany GmbH, a global sport brand with more than 2,200 sporting goods retailers in Germany and Austria, the legacy system it had in place was not capable of providing this near instant engagement with its customers. The contact center solutions from Avaya, including its IP Office and Customer Engagement solutions, have, according to the company, delivered impressive results in the response time while improving the relationship it has with its customers by providing vital information.
As the sales agency of Head International, Head Germany GmbH supplies the brands Head and Tyrolia for approximately 1,200 German and 1,000 Austrian retailers with skis, ski bindings, ski boots, snowboard equipment, rackets, tennis balls, footwear and sportswear. The contact center solutions from Avaya have, according to Head, cut customer response times to seconds, saving several minutes and even hours from administrative tasks.
The Avaya IP Office gives businesses the tools to accelerate growth by transforming the way they engage with their customers and employees across locations, devices or applications in a flexible platform. The IP Office can be deployed in an organization with as few as five users and scale to 3,000 users in a single site, or up to 150 locations with collaboration capabilities for a mobile workforce.
With plug and play capability, businesses can roll out applications to employees across all locations and their devices without costly IT expenditures. Using WebRTC applications, click-to-call capabilities from Google for Work, Salesforce.com and Microsoft Office 365 can be integrated to bring everyone together.
“Avaya provides the foundation for highly flexible and personalized communications processes at our Service Center. Thanks to Avaya, we are creating a personal link to our customers, because no matter when a dealer calls, they always connect automatically with a trusted adviser. Now, 98 percent of all calls arrive with the designated agent within a few seconds. The remaining callers wait a maximum of one minute for their call partner,” said Helga Geißler, Manager HR/Customer Service AT/DE, Head Germany GmbH.
With Avaya IP Office and Customer Engagement contact center solutions, Head Germany GmbH says 98 percent of calls are answered in seconds, with only a small percentage requiring manual transfers. The solutions from Avaya have also increased the efficiency, productivity and control of customer service with automated routing of incoming calls and better organization of the call center. And when it comes to data, there is more transparency in accessing information across management and agents, so administrators can plan their operations with greater efficiency.