Contact Center Solutions Featured Article

 

The Avaya team prepares a plan that uses new and existing communications assets strategically to support the client's business objectives. The solution design and architecture and ongoing project metrics are based on business communications requirements. The Avaya team goes through the business operations and enterprise communications investments to propose and provide a set of prioritized recommendations for integration, resource optimization, enhanced communications and cost containment.

 

As the next step, the team assesses and analyzes the corporate environment to create a long-term strategy across the business.

 

Greg Billings, vice president, Global Professional Services, Avaya, states, "Avaya knows that many of our financial services clients are working to integrate multiple organizations as a result of mergers and other business combinations."  

 

He adds, “We can help these firms speed the integration, improve customer retention and satisfaction, and reduce operating expenses. By combining our deep understanding of how communications supports business operations with the expertise of our new consulting and financial industry experts, Avaya can help companies address their most pressing business requirements."

 

Avaya recently assisted Suncorp , an Australian diversified financial services provider, to improve workforce management and reporting capabilities to increase visibility across the business and see a return on its investment. To meet the company’s goals, it created a converged voice and data network to improve workforce management and reporting capabilities. New capabilities, like inbound insurance claims can be handled on any desk, in any location across a virtual environment to create an agile, responsive customer service team.

 

Astoria Federal Savings, a New York-based company, wanted to add secure, effective mobility options for its technical support and contact center supervisory teams to have flexibility in providing fast, effective responses to employees' and customers' needs.

 

For this, Avaya helped Astoria Federal to increase its IT team availability by 25 percent, allowing quicker troubleshooting and enhanced reliability of all banking services.

 

"Avaya's experienced services team is ready to help other financial services firms integrate communications into their business processes and address today's increased market demands, while enabling differentiated customer satisfaction and addressing resource requirements," Billings added.

 

Avaya is a company for enterprise communications systems. It provides unified communications, contact centers, and related services directly or through its channel partners, to businesses across the world.