This Avaya Deployment Case Study details how Avaya solutions improved communication efficiency, reduced downtime, and increased employee productivity in a large corporation.
- Improved Communication Efficiency: By integrating AI-powered virtual assistants, Avaya helped automate simple, routine customer inquiries. This streamlined initial customer contact and reduced the burden on human agents.
- Increased Employee Productivity: Agents were empowered to focus on more complex interactions. They were supported by AI tools that provided real-time sentiment analysis and relevant customer history. This shift in workload led to a significant reduction in call handling times. Moreover, it reduced post-call work.
- Enhanced Service Quality and Conversion Rates: The overall quality of customer interactions improved. This improvement led to a notable 65% increase in conversion rates and a 5% improvement in service quality for Atento’s clients.
- Scalability and Flexibility: The hybrid cloud approach provided the flexibility to optimize resources assigned to each market. This allowed Atento to scale its operations globally, while also mitigating business disruption risks.