Projecting annual savings of 40 percent with
deployment of Avaya Mobile Experience and Avaya IX™ Digital
Avaya Holdings Corp (NYSE: AVYA), today announced that ACS
Technologies (ACST) is seeing significant benefit from its use of
Avaya Mobile Experience® and Avaya IX™ Digital solutions to
increase workforce efficiencies, reduce costs and gain greater
insights into customer behavior.
ACS Technologies serves nearly 50,000 clients with technology
solutions developed specifically for faith-based organizations. The
company needed a solution to improve customer service, build
loyalty and grow revenue through attribute-based alignment of
customer preferences and historical interactions.
As an early adopter of Avaya Mobile Experience, ACS Technologies
migrated all 800 numbers dialed from mobile phones to their contact
center over the course of two months with an initial projected
savings of approximately 35 percent from their previous carrier.
“With our Avaya Mobile Experience dashboard, we can see the
percentage of our inbound calls that are from mobile devices. The
savings we’ve gained from using Avaya Mobile Experience is
considerable. This year, we’re projecting an annual savings of
around 40 percent compared to last year,” said Dustin Fails,
network telecommunications administrator, ACS Technologies.
Additionally, ACST has been using skills-based routing with
Avaya Elite Multichannel for the past nine years and it was time to
see how they could make already great customer service even
better—so they chose to implement Avaya IX™ Digital for contact
center. “Avaya IX Digital helps us to provide higher quality
service and enables our clients to contact us through many
different channels to deliver a much more personalized service,”
said Fails. “An agent can use the customer journey module to see
how many times a customer has called in about an issue, whether
they've been on our website, even where they've been on the
website—so that we can provide better, more personalized support.
If we can see that they've called within the past 10 days about a
particular issue, Avaya IX Digital will pass the customer to an
agent with a higher level of expertise the second time they call
in. We’re more likely to solve a problem quickly and they won't
have to call a third, fourth, or fifth time.”
In addition to cost savings and superior customer service, ACST
has gained the flexibility and resilience from the solution and the
helped give them confidence that customers won’t encounter a busy
signal when trying to connect with the call center—even during
times of unusually high call volumes.
“We've been working with Avaya for so long that we didn't even
look at other vendors,” says Fails. “Avaya’s products have always
been rock-solid for us. We've never had any issues. And the
direction the company is going with Avaya IX Digital and Avaya
Mobile Experience? It’s definitely the direction we want to take as
we evolve into an omnichannel center.”
Avaya IX Digital is part of the Avaya IX™ Contact Center
portfolio, designed to improve key measures of customer
satisfaction and operational performance with voice and digital
engagement for customers, desktop augmentation for employees, and
advanced workforce engagement for managers.
Avaya Mobile Experience is an award-winning, patented1
consumption-based cloud offering that identifies when an incoming
call originates from a mobile device, transports contextual
information on the caller to the contact center and enables
selected calls to be deflected to the mobile web for a mobile
application or mobile browser digital customer service experience.
It also expands the range of customers’ digital interactions while
conquering geo-location issues.
Additional resources:
- Read the full case study, ACS Technologies Lifts Support with
Avaya IX™ and Avaya Mobile Experience
- See how Avaya Mobile Experience can help your business deliver
a superior customer experience for the mobile consumer
- Learn how to make every customer experience a great one with
Avaya IX™ Contact Center
1
https://patents.google.com/patent/US9961205B1/en?oq=US9961205B1
About ACS Technologies®
Founded in 1978, ACS Technologies® is the leading provider of
information management software and service solutions to nearly
50,000 churches, schools, and organizational offices. With brands
such as Realm®, ACS™, PDS™, The City, and HeadMaster™, ACS
Technologies enables churches and schools to manage every vital
area of their ministry from finances to relationships, from events
and groups to giving and serving. Whether online, desktop, or
mobile, the passion that drives ACS Technologies is maximizing
technology's value for ministry. ACS Technologies is a privately
held company headquartered in Florence, South Carolina, with
offices in Greenville, SC and Phoenix, AZ.
About Avaya
Businesses are built on the experiences they provide, and every
day millions of those experiences are built by Avaya (NYSE: AVYA).
For over one hundred years, we’ve enabled organizations around the
globe to win – by creating intelligent communications experiences
for customers and employees. Avaya builds open, converged and
innovative solutions to enhance and simplify communications and
collaboration – in the cloud, on-premise or a hybrid of both. To
grow your business, we’re committed to innovation, partnership, and
a relentless focus on what’s next. We’re the technology company you
trust to help you deliver Experiences that Matter. Visit us at
www.avaya.com.
Cautionary Note Regarding Forward-Looking Statements
This document contains certain “forward-looking statements.” All
statements other than statements of historical fact are
“forward-looking” statements for purposes of the U.S. federal and
state securities laws. These statements may be identified by the
use of forward looking terminology such as "anticipate," "believe,"
"continue," "could," "estimate," "expect," "intend," "may,"
"might," “our vision,” "plan," "potential," "preliminary,"
"predict," "should," "will," or “would” or the negative thereof or
other variations thereof or comparable terminology and include, but
are not limited to, expected cash savings and statements about
growth, exchange listing and improved operational metrics. The
Company has based these forward-looking statements on its current
expectations, assumptions, estimates and projections. While the
Company believes these expectations, assumptions, estimates and
projections are reasonable, such forward-looking statements are
only predictions and involve known and unknown risks and
uncertainties, many of which are beyond its control. The factors
are discussed in the Company’s Registration Statement on Form 10
filed with the Securities and Exchange Commission, may cause its
actual results, performance or achievements to differ materially
from any future results, performance or achievements expressed or
implied by these forward-looking statements. For a further list and
description of such risks and uncertainties, please refer to the
Company’s filings with the SEC that are available at www.sec.gov.
The Company cautions you that the list of important factors
included in the Company’s SEC filings may not contain all of the
material factors that are important to you. In addition,
considering these risks and uncertainties, the matters referred to
in the forward-looking statements contained in this report may not
in fact occur. The Company undertakes no obligation to publicly
update or revise any forward-looking statement as a result of new
information, future events or otherwise, except as otherwise
required by law.
Source: Avaya Newsroom
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Alex Alias alalias@avaya.com
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