Avaya OneCloud™ Communications and Collaboration Solutions for Advanced Call Center Technologies (ACT), an Outsourcing Provider, Improve Experiences While Significantly Reducing Costs

RALEIGH-DURHAM, N.C.–(BUSINESS WIRE)–Avaya (NYSE: AVYA), a worldwide chief in options to reinforce and simplify communications and collaboration, is offering enhanced experiences and important annual price reductions for Advanced Call Center Technologies (ACT) – a company delivering outsourcing applications for among the largest corporations within the nation – with Avaya OneCloud™. ACT selected the Avaya OneCloud platform, which empowers companies with instruments to supply a Total Experience. It will increase efficiencies and reduces prices by flexibly supporting the corporate’s progress, standardizes on an extensible answer set, and permits efficient collaboration between clients, workers, and companions. The Avaya OneCloud Subscription choice enabled them to avoid wasting as much as one million {dollars} yearly on video conferencing and collaboration whereas call quantity elevated 20-fold and workers moved to distant working in the course of the pandemic.

As an outsourcing firm for prime organizations within the nation spanning industries resembling healthcare, monetary providers, telecommunications, and retail, ACT skilled a surge in call quantity in the course of the pandemic because it grew to become the core hub fielding requires its shoppers. ACT went from 2,000 calls per day to 40,000 calls per day. The unpredictable progress required an answer providing a versatile consumption mannequin resembling Avaya OneCloud Subscription that might develop as they did, whereas additionally standardizing its programs with centralized instruments accessible for everybody in real-time.

This led the shopper service supplier to pick Avaya OneCloud. Hunter Croft, President and CEO at ACT, and his crew already acknowledged it was the precise time to discover the composable options accessible from Avaya that may assist future wants whereas addressing present challenges. By consolidating its video, conferences, and collaboration platforms and eliminating redundancy, total productiveness and consumer satisfaction elevated whereas lowering prices.

“Due to the need for greater communications throughout the day in a work-from-home environment, usage increased, causing an uptick in costs of up to $100,000 per month for different audio and video bridges,” stated Croft.

The Avaya OneCloud answer for ACT included Avaya Spaces® – an always-on collaboration software for distributed crew productiveness in digital workspaces. It incorporates chat, file sharing, job administration, and real-time collaboration with calling, video conferences, and content material. Avaya Spaces as an all-in-one platform changed the a number of programs ACT used all through the corporate.

“We can quickly set up a Space for collaboration where we can present ideas and store documents. It creates a single place for all of us to meet and keep track of initiatives,” stated Croft. “We have utilized this platform as a big part of our strategic growth plan.” He added, “Our agent teams are using Spaces with each other, their supervisors and management. If the agents attend meetings from the busy contact center, the noise reduction feature really makes a big difference.” ACT attained the aims it set in the course of the early levels of implementing Avaya Spaces through the use of these options.

Avaya OneCloud is an expertise platform designed to allow companies to ship experiences that drive new methods of working securely and meet ever-changing buyer and worker wants. Avaya cloud communication and collaboration options and APIs could be mixed to compose highly effective buyer and worker experiences that every interplay and second calls for. Avaya OneCloud helps ACT each now and sooner or later with progress capabilities enabling workers to flexibly talk anyplace, anytime, utilizing any system to raised serve clients, work extra productively, and enhance enterprise outcomes.

“A one-size-fits-all solution is no longer viable for companies. By providing an experience platform with tools offering composable solutions, we are empowering businesses to deliver a Total Experience for their customers and employees.” stated Simon Harrison, Senior Vice President and CMO, Avaya. “For ACT, our OneCloud Subscription with Avaya Spaces offers a holistic and flexible solution for their business now, while positioning them for the future.”

ACT has over 11,000 brokers and 5,000 lively customers of Avaya Spaces. The group’s workers transitioned to Avaya Spaces in lower than two months, with adoption charges accelerating as workers grew to become acquainted with the platform.

“Every time I ask a question, our Avaya team answers, ‘I can help you with that,’ and they help us solve our problems. These are the types of people you want in your own company,” stated Croft.

Join Avaya for a LinkedIn Live dialogue on April 12 at 1:00 p.m. ET the place we are going to focus on how ACT enhanced its communications with the composable Avaya Spaces answer, and be taught concerning the important price financial savings the corporate is realizing yearly. ACT President and CEO Hunter Croft joins Kristine Konrad, Marketing Manager at Avaya, for the dialog.

Additional Resource

About Avaya

Businesses are constructed by the experiences they supply, and on a regular basis hundreds of thousands of these experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what’s subsequent for the way forward for work, with innovation and partnerships that ship game-changing enterprise advantages. Our cloud communications options and multi-cloud software ecosystem energy personalised, clever, and easy buyer and worker experiences to assist obtain strategic ambitions and desired outcomes. Together, we’re dedicated to assist develop your small business by delivering Experiences that Matter. Learn extra at http://www.avaya.com.

About Advanced Call Center Technologies

Founded in 1997 and headquartered in Philadelphia, Advanced Call Center Technologies (ACT) is an employee-owned firm targeted on constructing an ideal crew member tradition that interprets into incredible buyer experiences. ACT has over 11,000 teammates laser targeted on delivering on the corporate’s commitments throughout the U.S., Guatemala, and Jamaica. For extra data on Advanced Call Center Technologies, go to acttoday.com.

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Source: Avaya Newsroom

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