Needs:
- Adjust and update the functionalities of your contact center in order to provide a unified and highly personalized experience to your customers.
- Integrate new channels: web, chat, mail
- Have reports in real time of these channels
Solutions:
Avaya Aura Contact Center, a tool that has allowed them, among other features:
- Improve the efficiency of the contact center by taking advantage of other low-cost channels such as mail, chat, SMS and social networks.
- Know call data in real time and by periods, with the aim of properly sizing work teams.
- Know call data in real time and by periods, with the aim of properly sizing work teams.
Results:
- 70% Increased Agent productivity
- 30% Increase in operating margins
- 50% Average reduction in response times
- 9% Availability of service
