вЂњWeвЂ™ve been working with Avaya for so long that we didnвЂ™t even look at other vendors,вЂќ says Fails. In addition to cost savings and superior customer service, ACST has gained the flexibility and resilience from the solution and the helped give them confidence that customers wonвЂ™t encounter a busy signal when trying to connect with the call center-even during times of unusually high call volumes. WeвЂ™re more likely to solve a problem quickly and they wonвЂ™t have to call a third, fourth, or fifth time.вЂќ If we can see that theyвЂ™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.

вЂњAn agent can use the customer journey module to see how many times a customer has called in about an issue, whether theyвЂ™ve been on our website, even where theyвЂ™ve been on the website-so that we can provide better, more personalized support. вЂњAvaya 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,вЂќ said Fails. This year, weвЂ™re projecting an annual savings of around 40 percent compared to last year,вЂќ said Dustin Fails, network telecommunications administrator, ACS Technologies.ДЄdditionally, 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 IXв„ў Digital for contact center. The savings weвЂ™ve gained from using Avaya Mobile Experience is considerable. вЂњWith our Avaya Mobile Experience dashboard, we can see the percentage of our inbound calls that are from mobile devices. The company needed a solution to improve customer service, build loyalty and grow revenue through attribute-based alignment of customer preferences and historical interactions.ДЄs 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 with an initial projected savings of approximately 35 percent from their previous carrier. Avaya Holdings Corp (NYSE: AVYA), today announced that ACS Technologies (ACST) is seeing significant benefit from its use of Avaya Mobile ExperienceВ® and Avaya IXв„ў Digital solutions to increase workforce efficiencies, reduce costs and gain greater insights into customer behavior.ДЄCS Technologies serves nearly 50,000 clients with technology solutions developed specifically for faith-based organizations.

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