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- British Airways London Eye Delights Its Staff and Customers With Avaya Contact Centre Solutions
- To gain increased information about bookings and call patterns, British Airways London Eye needed to upgrade its contact centre operations to ensure its customer service matched the success of the attraction itself. The company also wanted to improve the way it handled calls, especially for customers with specific or unusual...
- Tags: British Airways Plc., Avaya Inc., Avaya Call Management System, Product Marketing, Customer Relationship Management (CRM), Telecom & Utilities, Marketing, Enterprise Software, Software
- Case studies
Additional Resources
- Avaya Case Study: Antares Management Solutions
- Antares Management Solutions AMS has a dual focus: business process outsourcing for the insurance industry and information technology outsourcing for small to mid-sized organizations throughout the United States. AMS needed a new communications solution to replace its existing system that was at the end of its life cycle. AMS also...
- Tags: Solution, Avaya Inc., Antares Management Solutions, Business Process Outsourcing (BPO), Outsourcing, Call Centers, Routers & Switches, It Operations, Business Operations, Outsourcing & Subcontracting, Networking
- Case studies
- NZAA Turns to Avaya to Improve Call Centre Efficiency and Regional Office Productivity
- The New Zealand Automobile Association NZAA needed to implement a new communications platform after Avaya ended support for its existing ageing system. Newer Avaya technologies gave the NZAA an opportunity to manage its call centre workforce more efficiently by automating routine enquiries and enabling staff to be contacted and deployed...
- Tags: Microsoft Office, Call Centre, Avaya Inc., Interactive Voice Response (IVR), Portals, Internet
- Case studies 2008-04-01
- Avaya Case Study: ING Seguros Comercial America
- ING Seguros Comercial America is Mexico's largest insurance company, and is dominant in the property damage branch. After merging with several other companies and inheriting a number of legacy systems, ING Seguros was looking to update its technology and centralize in one call center location all of its communication services....
- Tags: Avaya Inc., ING Group, Call Centers, Interactive Voice Response (IVR), Customer Relationship Management (CRM), Hardware Upgrade, Insurance, It Operations, Enterprise Software, Software, Hardware, Business Operations, Corporate Insurance
- Case studies
- Avaya Rocket Success Story
- Established in 1997, Rocket Ansa-Call was one of the pioneers in offering outsourced, personalized contact centre facilities to small and medium-sized businesses in the UK. Rocket Ansa-Call was looking to implement a scalable, easily configured, leading edge contact centre. As a solution Rocket Ansa-Call initially chose an Avaya IP Office...
- Tags: Solution, Avaya Inc., Call Centers, Customer Relationship Management (CRM), Smb/Sme, It Operations, Enterprise Software, Software
- Case studies
- Bluebean Wins Customers' Confidence With New Avaya Contact Center Solution
- Bluebean previously engaged a hosted solution for its inbound call center operations. However, the hosted solution vendor was unable to keep up with Bluebean's growing business as well as the more sophisticated demands from Bluebean's customers. Bluebean also faced difficulty in attracting new customers, especially those implementing large promotional campaigns....
- Tags: Contact Center, Avaya Inc., Bluebean, Call Centers, Customer Relationship Management (CRM), Telephony, It Operations, Enterprise Software, Software, Networking
- Case studies 2008-04-01
- Why Upgrade to an Avaya Communication Solution?
- The Avaya communication solution provides centralized management with a distributed, survivable architecture that reduces management expenses without compromising reliability. At the heart of the system, the Avaya Communication Manager provides the features and call control for the entire network running on an Avaya Media Server. In addition to controlling tens...
- Tags: Telephony, Avaya Inc., VOIP, Telecom & Utilities, Telecommunications, Networking
- White papers 2005-01-01
- Avaya Case Study: CSU
- CSU needed a contact center solution that would integrate different systems and applications across its six contact center locations in Brazil. CSU implemented Avaya Call Management to serve its six contact centers located across Brazil in Rio de Janeiro, Alphaville, Curitiba, Recife, and two sites in Santo Andre. Approximately 6,500...
- Tags: Contact Center, Avaya Inc., CSU, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- Avaya Case Study: RCI International
- RCI has more than three million members worldwide, who enjoy dream vacations at RCI's 3,700 affiliated resorts. RCI International needed an intelligent telephony solution that would allow its contact center staff to effectively respond to an ever increasing flow of 17,000 daily calls, improve agent productivity, reduce costs, and gain...
- Tags: Avaya Inc., RCI, Call Centers, Real Estate, Customer Relationship Management (CRM), VOIP, Telecom & Utilities, Telecommunications, It Operations, Business Operations, Enterprise Software, Software, Networking
- Case studies
- Avaya Case Study: Tower Travel Management
- Tower Travel recognized that it could provide improved customer service and lower the company's costs if it could unify the many locations from which agents worked and provide a single call queue that would handle customers' call more effectively. It realized that a system that used VoIP technology would be...
- Tags: Avaya Inc., Real Estate, Call Centers, Customer Relationship Management (CRM), Business Operations, It Operations, Enterprise Software, Software
- Case studies 2006-06-19
- IAH Gets Ahead of the Game With Avaya MultiVantage Express
- IAH's phone system was unable to keep up with the Company's expanding operations. It also lacked call conferencing capabilities, which the business needed. The company also needed a solution that could support its growing call center operations with the necessary call features and monitoring functions. IAH was looking for a...
- Tags: Game, Phone, Avaya Inc., IAH, Telecom & Utilities
- Case studies 2008-04-01
- Avaya IQ: Making the Business Case for Intelligent Contact Center Reporting
- Avaya IQ is a reporting and analytics platform that enables companies to share one view of reality to make faster, better decisions and create a consistent customer experience. Customers and analysts have acknowledged Avaya Call Management System CMS as the gold standard for contact center reporting. To...
- Tags: Business Case, Contact Center, Avaya Inc., Avaya IQ, Call Centers, Financial Planning, Customer Relationship Management (CRM), It Operations, Finance, Enterprise Software, Software
- White papers 2007-11-01
- Club Tourism International Inc. Optimizes Travel Business by Connecting Centers Nationwide With Avaya IP Telephony
- Club Tourism's former telephone system was unable to handle peak load calls, and was affecting business opportunities. To optimize overall telephone reception and maximize revenue for the Company, Club Tourism needed a robust system that is capable of supporting the growing demand for tour booking services at its centers. Club...
- Tags: Telephony, IP Telephony, Avaya Inc., Club Tourism, VOIP, Telecom & Utilities, Telecommunications, Data Centers, Networking, Storage, Hardware, Data Management
- Case studies 2008-03-01
- Avaya Global Services - Helping Sentara Healthcare Deliver the Best in Comprehensive and Innovative Patient Care
- Given the importance of a peak-performing network to Sentara's core business, choosing a communications partner was truly a strategic decision. Its choice was driven by four 'Must-haves' that were non-negotiable: the highest reliability technology, the most robust applications, the deepest experience and expertise in communications support, and a partner who...
- Tags: Patient, Avaya Inc., Business Structures, Telecommunications, Finance
- Case studies
- Avaya Case Study: Bozzuto and Associates
- Bozzuto and Associates specializes in residential and commercial construction as well as property management. Bozzuto and Associates is a long-time Avaya customer. When it outgrew its DEFINITY ProLogix system, it turned to Avaya for an IP-ready solution to support its growing business. Investment protection, reliability and great support are the...
- Tags: Avaya Inc., Real Estate, Networking, Business Operations
- Case studies
- UpSource Reaps Over $478,000 in Benefits With an Avaya Contact Center Solution
- UpSource experienced 13 major call center sys-tem failures in a one-year timeframe and needed a change to maintain its competitive edge. The company wanted to work with a single vendor to develop a reliable, simple system that was able to recognize problems and issue alerts when they occurred. The ultimate...
- Tags: Benefit, Contact Center, Avaya Inc., UpSource, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- Avaya Case Study: Essex Medical and Forensic Services Ltd.
- Essex Medical and Forensic Services Ltd EMFS is an innovative, comprehensive and quality-driven organization providing outsourced medical and clinical forensic services to the Police in the East of England. When EMFS began searching for a communications solution for its new company, the decision makers turned to an Avaya Authorized BusinessPartner...
- Tags: Avaya Inc., Call Centers, Customer Relationship Management (CRM), Outsourcing, Advertising & Promotion, Enterprise Software, It Operations, Software, Business Operations, Outsourcing & Subcontracting, Marketing
- Case studies
- Avaya Contact Centre Solution Builds a Bridge Between ChangAn Auto and Its Customers
- Chong-qing-ChangAn Automobile Group Co. Ltd. ChangAn Auto is the largest auto manufacturer in western China and the fourth largest in China's auto industry. ChangAn Auto needed to improve customer service by automating its call centre functions and implementing customer relationship management practices into its call centre. ChangAn Auto chose an...
- Tags: Avaya Inc., Manufacturing, Customer Relationship Management (CRM), Product Marketing, Enterprise Software, Software, Marketing
- Case studies
- IP Telephony Serves as Backup System for Omron's East-West Call Centers, Critical for Maintenance Operations
- Omron Field Engineering wanted to roll out IP telephony and set up backup system at call centers in Tokyo and Osaka, to reinforce the disaster proof measures of those call centers, which receive calls for the maintenance and repair of mission critical financial and automated train station systems. Omron installed...
- Tags: Telephony, Call-center, Omron Corp., Backup, IP Telephony, IP, Backup System, Avaya Inc., Call Centers, Customer Relationship Management (CRM), VOIP, Telecommunications, It Operations, Enterprise Software, Software, Networking
- Case studies 2007-08-01
- National City Mortgage Improves Agent Performance With Avaya and Syntora Contact Center Solution
- The challenge was how to improve agent performance, which was measured by several indicators - including talk time, quality of service, collections results and after call processing time. Prior to adopting Syntora's Agentivity solution, National City Mortgage was only able to give agents feedback on their stats the next day...
- Tags: Agent, Avaya Inc., City Mortgage, Real Estate, Mortgages, Business Operations, Finance, Capital Structures
- Case studies
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