Avaya Customer Engagement Solutions simultaneously enable the transformation of the user experience and more than doubled the productivity of Brazilian company’s contact center
The Hub Card has increased scale, productivity and improved responsiveness with Avaya Customer Engagement Solutions. The Brazil-based organization had an increasing number of customers that the existing contact center solution could no longer support with timely responses. The lack of reports from the call center also made it impossible to measure the quality of care provided.
Avaya Customer Engagement Solutions provided a unified approach, new multichannel capabilities and ease of use that has more than doubled the productivity of the workforce. At the same time, service quality has improved — from the ability to access real-time and historical reporting and recordings, down to the ability to view the performance of individual agents and determine if additional training is needed.
The new Avaya solutions allowed the company to easily integrate new technologies with existing ones such as their IVR, providing investment protection, and reducing disruption to the operation and to customers.
Adriano Tchen, CTO of Hub Card said, “Avaya Customer Engagement Solutions have expanded our service capabilities and increased productivity. Previously, each agent managed two thousand contacts each month, but with the new solution they began to attend five thousand calls in the same period. It was a huge evolution.”