Avaya - AAA Mid-Atlantic

Technology: Avaya Communication Manager, Avaya S8700 Servers and G500 Gateways, Avaya Modular Messaging, Avaya Contact Center Express, Avaya Call Management System, Avaya IP Agent, Avaya Model 2400 Screen Phones, Avaya Extension to Cellular and NICE Call recording.

Solution: AAA Mid-Atlantic was growing at such a rapid rate it needed to get its technology and communications architecture in line with growth. Not accomplishing could tarnish the company's reputation for providing high-end member support.

 The company turned to Avaya and a platinum certified business partner to come up with a solution. It was determined AAA Mid-Atlantic needed to completely revamp the underlying communication network. Avaya Communication Manager Software was used as the IP Telephony foundation for the new network. Contact centers and overall voice telephony capabilities were fully integrated with the company's data infrastructure. When the solution was fully implemented. AAA Mid-Atlantic’s six member services centers were consolidated into two centralized locations that function as a single virtual center. As a result, AAA Mid-Atlantic was able top deliver highly responsive and personalized member care and was able to answer 95 percent of member calls in less then 30 seconds. The company also saved significant operating costs since the consolidated contact centers decreased real estate expense and reduced employees.

Further Details: http://www.avaya.com/master-usa/en-us/resource/assets/casestudies/AAAGCC4016.pdf