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Case Studies

Avaya - Aetna Specialty Pharmacy

Aetna, one of the nation's leading providers of health, dental, life and long-term care benefits, wanted to upgrade its communications system to provide a Voice over IP (VoIP) Contact Center to serve customers better and cut costs.

Technology: Avaya Multivantage Communications Applications, Avaya Communications Manager, Avaya 8700 Media Server, Avaya 4600 Series IP Telephones, Avaya Interaction Center, Avaya Call Management System, Avaya INTUITY AUDIX Voice Messaging, Avaya Interactive Response with Speech Access.

Solution: Aetna, one of the nation's leading providers of health, dental, life and long-term care benefits, wanted to upgrade its communications system to provide a Voice over IP (VoIP) Contact Center to serve customers better and cut costs.

 The company turned to Avaya and a channel partner to implement a solution to meet these needs. As a result of the solution, Aetna increased personalized interactions with customers, improved agent engagement, decreased order-to-ship time, improved business continuity and reliability and improved agent productivity.

 

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

 




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