Avaya - Access MediQuip

Channel Partner: Unidentified

Customer: Access MediQuip

Technology: Avaya S8500 Server, Avaya S8300 Server, Avaya Communication Manager 3.1, Avaya G650 Media Gateway, Avaya Customer Interaction Express, Avaya Modular Messaging 2.0, Avaya Extension to Cellular, Avaya IP Softphone, Avaya 9630 IP Telephones, Verint Call Recording, Avaya Application Enablement Services.

Solution: With 75 percent annual growth, the company outgrew its original call-center capabilities. With more than 200 daily calls manually screened by an individual operator. 

The Avaya solution provided with the help of a channel partner included running the Avaya S8500 server and two Avaya G650 Media Gateways in its Houston headquarters and adding an Avaya S8300 in its Florida office.

As a result of the implementing this solution,  99 percent of customer calls were answered within 20 seconds, and callers have the ability to select agents for the services they need. More efficient direct-call routing was provided. The improved ability to handle more customer calls led to more sales which translated into 75 percent revenue growth in the months that followed the implementation.

Further Details: http://www.avaya.com/master-usa/en-us/resource/assets/casestudies/ACCESSMEDIQUIPCBMIS4008.pdf