COUNTRY FOCUS: EAST COAST
“
WITH A SINGLE
PLATFORM, WE WILL BE ABLE
TO ENSURE CONSISTENT
REPORTING, MONITORING AND
MANAGEMENT OF OUR CUSTOMER
INTERACTIONS, AS WELL AS OUR
FRONT-LINE SUPPORT PERSONNEL.
employees care about one another and
our customers.”
Moving to the cloud
In the months prior to the COVID-19
pandemic, Neises and her team were in
the process of upgrading their ageing
telephony infrastructure. Working closely
with Avaya, they are rolling out a robust,
multi-experience platform that will provide
a 360-degree view of customer interactions
and enable channels based on customers’
preferred medium.
“We were very siloed, we had disparate
systems and solutions for customer touch
points across the organization,” said
Neises. “This prohibited us from collecting
and understanding, holistically, our
“
THE SAFETY
OF OUR
CONTACT
CENTER
EMPLOYEES
WAS
PARAMOUNT.
50 INTELLIGENTCIO
www.intelligentcio.com