"Avaya’s products have always been rock-solid for us. "We've been working with Avaya for so long that we didn't even look at other vendors," says Fails. We’re more likely to solve a problem quickly and they won't have to call a third, fourth, or fifth time." If we can see that they've called within the past 10 days about a particular issue, Avaya IX Digital will pass the customer to an agent with a higher level of expertise the second time they call in. "An agent can use the customer journey module to see how many times a customer has called in about an issue, whether they've been on our website, even where they've been on the website-so that we can provide better, more personalized support. "Avaya IX Digital helps us to provide higher quality service and enables our clients to contact us through many different channels to deliver a much more personalized service," said Fails. This year, we’re projecting an annual savings of around 40 percent compared to last year," said Dustin Fails, network telecommunications administrator, ACS Technologies.Īdditionally, ACST has been using skills-based routing with Avaya Elite Multichannel for the past nine years and it was time to see how they could make already great customer service even better-so they chose to implement Avaya IX™ Digital for contact center.
The savings we’ve gained from using Avaya Mobile Experience is considerable. "With our Avaya Mobile Experience dashboard, we can see the percentage of our inbound calls that are from mobile devices. We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!Īs an early adopter of Avaya Mobile Experience, ACS Technologies migrated all 800 numbers dialed from mobile phones to their contact center over the course of two months. NOTE - content continues below this message The company needed a solution to improve customer service, build loyalty and grow revenue through attribute-based alignment of customer preferences and historical interactions. Founded in 1980 by a group of enterprising computer professionals who could envision business opportunities in the challenges thrown by this compelling and fast evolving technology.They put to excellent use, the rich experience they had imbibed earlier in their careers while working with leading organizations like IBM, Bell Labs, IIM, ECIL and ASCI.#contactcenterworld, Clara, CA, USA, Sept, 2019 - Avaya Holdings Corp (NYSE: AVYA), announced that ACS Technologies (ACST) is seeing benefit from its use of Avaya Mobile Experience(R) and Avaya IX™ Digital solutions to increase workforce efficiencies, reduce costs and gain greater insights into customer behavior.ĪCS Technologies serves clients with technology solutions developed specifically for faith-based organizations. Indeed it gives us a tremendous sense of accomplishment to have shared the footprints on the sands of time with computing technology.Įstablishing a strong foothold in the Information Technology industry with a totally new perspective, ACS Technologies offers a wide array of services catering to the ever growing and ever challenging IT industry. And, we have been through all those momentous phases in the development of Computing Technology - Right there in the thick of the action, always.
But, with respect to the IT Industry it is akin to an aeon, involving a process of incredible evolution transcending many distinctive eras. Forty years is probably not a long time in an absolute sense.
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