C3i Options, an HCL Applied sciences firm, gives outsourced name heart providers for greater than 150 shoppers in extremely regulated industries like healthcare and insurance coverage. Its brokers deal with greater than 35 million interactions by way of cellphone, textual content, and the online yearly for patrons in 175 international locations. With that a lot quantity, the corporate, which relies in Horsham Township, Pa., couldnt afford to have something however probably the most strong name heart methods in place.
That had not been the case up till a few yr in the past, although. Then C3i carried out a variety of contact heart options from Avaya, changing a string of legacy methods in phases to keep up operations whereas easing the burden on its IT division.
We thought [Avaya] had a platform and an experience that we may exploit as a result of they’re each a [telecom services] service and supplier, says Michael Dean, C3is chief expertise officer. They may additionally present a stage of element round calls and textual content that others couldn’t present.
Included within the suite of Avaya options that C3i selected have been the next:
- Oceana, an omnichannel contact heart platform;
- Breeze, a web-based collaboration and utility improvement instrument;
- PodFx, which incorporates gateways, storage, computing options, virtualized functions, cabling, energy, and community switches;
- Aura Expertise Portal for all automated voice and multimedia functions and providers;
- Callback Help, which permits callers to request a callback reasonably than ready on maintain; and
- Aura Workforce Optimization to steadiness agent assets.
The mix of options has enabled 3Ci to reply rapidly to shopper wants, Dean says. We now have burst capabilities. We will present numerous brokers in very quick order. We will reply rapidly to shopper wants by leveraging the cloud functionality.
Clever routing that takes into consideration caller areas and name drivers has additionally enhanced the expertise for 3Cis clients.
Brokers are dealing with calls 30 p.c sooner, primarily because of the clever routing and different superior name attributes. Equally, first-call decision charges have elevated by 18 p.c.
As a result of the system is so intuitive, agent onboarding and coaching has been minimal, in response to Dean, who notes that pre-shift readiness timewhen 3Ci is paying an agent however not billing the clienthas decreased by 8 p.c. It has diminished the non-billable time for an agent to grow to be productive, he says.
We had excessive expectations for the Avaya platform, Dean says. Nevertheless, buyer pleasure has far exceeded even our expectations. Weve been capable of delight our present shoppers and prospects, higher maintain on to our shoppers, and get again some shoppers that we beforehand had misplaced.
Because the platform is within the cloud, if one 3Ci contact heart has an influence failure or different outage, the system mechanically shifts calls to a different contact heart. That has improved catastrophe restoration instances companywide by 97 p.c, in response to Dean.
With the Avaya platform, Dean expects not solely to additional penetrate the vertical markets the place the corporate is already robust but additionally to enter completely new markets and industries.
At Avaya, we attempt to create highly effective but easy communications and collaboration options to suit the person enterprise wants for every of our clients, mentioned Chris McGugan, senior vp of product and expertise at Avaya, in an announcement. We’re proud to have supplied C3i Options with options to create a greater expertise for his or her clients immediately and a transparent path to embracing rising applied sciences that may contribute to their aggressive benefit with each shopper service alternative going ahead.
Since implementing a variety of Avaya methods in its contact facilities, C3i has seen the next outcomes:
- a 30 p.c improve in common velocity to reply as a consequence of superior name attributes;
- an 18 p.c improve in first-call resolutions as a consequence of clever routing;
- an 8 p.c lower in pre-shift readiness time; and
- a 97 p.c lower in catastrophe restoration time.