Hydro Ottawa Keeps Customers Energized During Time of Crisis With Avaya OneCloud™ CCaaS Solution
July 08 2020 - 8:00AM
Business Wire
Quickly transitioned employees to a secure,
flexible remote work environment with no service interruption for
customers
Hydro Ottawa, the third largest energy and utilities company in
the province of Ontario, Canada is delivering essential electricity
and related services to its customers without interruption, even
while quickly pivoting to a remote workforce, with help from Avaya
(NYSE: AVYA), a global leader in solutions to enhance and simplify
communications and collaboration.
With more than 340,000 customers, Hydro Ottawa is a critical
utility company serving Canada's capital for over 100 years. During
the ongoing COVID-19 pandemic, the company was faced with the
possibility of disruption to their contact center operations while
outsourced partners were forced to send their employees home. In
less than a week, Avaya deployed a public cloud based Contact
Center-as-a Service solution, enabling employees, including contact
center agents, to remotely work from home while effectively
managing contact center operations and meeting customer needs.
Avaya OneCloud CCaaS allowed Hydro Ottawa to make this seamless
transition with no interruption of service, ensuring the safety of
their employees and enabling customers to continue to engage with
the company they depend on.
“It was extremely important that we accounted for our employees’
health and wellbeing while they worked from home, many who were
doing so for the first time,” said Mark Fernandes, CIO, Hydro
Ottawa. “With the pressure to meet customer expectations and handle
a high volume of difficult calls, the last thing they needed was
lagging contact center capabilities. Avaya was instrumental in
this. The move was so seamless that our customers didn’t even know.
With Avaya, we maintained full visibility and continued to get the
business intelligence we needed to make improvements and the best
decisions for our customers. The investment we made in Avaya has
paid off.”
Hydro Ottawa had been working with Avaya on its digital
transformation to support the organization’s business strategy, and
so had a head start on leveraging cloud communications and
collaboration when the outbreak suddenly hit. Roughly half the
organization immediately ceased in-office operations and
transitioned to a virtual work model, including employees at the
company’s contact center. With Avaya, Hydro Ottawa’s employees were
able to flexibly and securely work from home, managers maintained
visibility from a distance, and the company implemented an
intelligent self-service system to help keep live agents available
for more complex or urgent issues in less than a week. The seamless
transition allowed customers to continue engaging with the company
the way they wanted and needed to with no disruption.
Additional Resources
- Read the Hydro Ottawa customer case study
- Learn more on how Avaya OneCloud CCaaS can create an effortless
experience for your customers
- Read Gartner’s report on ‘The Future of the Contact
Center’
About Avaya
Businesses are built on the experiences they provide, and every
day millions of those experiences are built by Avaya Holdings Corp.
(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.
About Hydro Ottawa
Hydro Ottawa delivers electricity to more than 340,000 homes and
businesses in Ottawa and Casselman. For 100 years, Hydro Ottawa has
reliably supplied its customers with power, building and investing
in the local electric grid. Proudly municipally owned, Hydro Ottawa
contributes to the well-being of the community we serve. Its
innovative services help customers manage their account and energy
use.
Cautionary Note Regarding Forward-Looking Statements
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statements other than statements of historical fact are
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"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. 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 Annual Report on Form 10-K and subsequent quarterly
reports on Form 10-Q filed with the Securities and Exchange
Commission (the “SEC”) available at www.sec.gov, and may cause the
Company’s actual results, performance or achievements to differ
materially from any future results, performance or achievements
expressed or implied by these forward-looking statements. 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, in light of these
risks and uncertainties, the matters referred to in the
forward-looking statements contained in this press release 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
Avaya (NYSE:AVYA)
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