Intelligent CIO North America Issue 33 - Page 48

Intelligent CIO examines how the New Jersey based global leader in hybrid cloud communications fuelled the future for Canada ’ s largest propane supplier .

Avaya and Superior Propa call center operations

New Jersey , USA

New Jersey based Avaya , a global leader in hybrid cloud communication deployment , has connected with Superior Propane , Canada ’ s largest propane supplier , over a solution to improve customer retention and reduce average handle times .

Alex Wozniak , Director of Customer Enablement at Superior Propane .
As the contact center industry continues to evolve , many platform vendors are transitioning to cloud offerings .
Avaya , through its strategic partner alliance with Calabrio , a customer experience intelligence company , helped solve this challenge and improved Superior Propane ’ s contact center experience . Leveraged Calabrio ’ s desktop and speech analytics capabilities took Superior Propane to an in-depth understanding of current processes and how they were impacting the customer experience .
“ The capabilities of Avaya enable us to communicate with customers in ways we never have before ,” said
However , some organizations have legitimate concerns about the pace and consequences of making a wholesale cloud migration .
According to a recent Avaya-sponsored Ventana Research white paper , 39 % of organizations prefer onpremises analytics and data deployment .
When faced with technology advances and the pressure to adopt an all-or-nothing complete solution to stay current , organizations can encounter
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