Intelligent CIO North America Issue 21 - Page 50

COUNTRY FOCUS : EAST COAST
increase its conversion rate by 60 % and increase care plan engagement by 80 % compared to the average provider .
Effortless and seamless customer experiences with Avaya OneCloud CCaaS
Avaya OneCloud CCaaS helped Engagent Health consolidate its fragmented contact center environment to align processes , resources and functions as well as leverage new ways to connect with customers when and how they want .
Avaya is helping us move fast to deliver the kind of experiences that will put us ahead of the rest .
The company has plans to expand from primarily voice to offering a broad range of digital touchpoints and interaction types to increase responsiveness , enhance personal interactions and better support the customer journey .
“ We couldn ’ t settle when it came to the contact center . We had seen Avaya ’ s recognitions for contact center and customer experience innovation over the years , and we knew they ’ d be able to take our operations to that next level ,” Ifedirah said . “ We ’ re especially interested in process automation , selfservice options and proactive outreach . There ’ s so much we can now do .”
For example , as a contact center outsourcer responsible for offsetting high call volume , the company can use Avaya OneCloud CCaaS to leverage AI-enabled bots that provide 24 / 7 support , freeing agents to focus on customer interactions that require a human touch .
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