NEW ORLEANS, LA--(Marketwired - January 31, 2018) - Avaya ENGAGE – Avaya (
The 2018 Customer Innovation Award recipients are:
Business Transformation Award – Boeing, Chicago, Illinois
To improve customers' experience when calling its customer call center, Boeing worked with Avaya and DevConnect partner Appcom to simplify its contact center operation and create a single, integrated dashboard that eliminates multiple steps and automates workflows. The updates free up agents to help more customers and address their technical issues.
Digital Transformation Award – Liberty Mutual, Boston, Massachusetts
Liberty Mutual Insurance, a global diversified insurance provider and the fifth largest insurance provider in the U.S., is on a digital transformational journey to better serve its customers and employees worldwide. As part of an overall initiative to improve the customer experience, Liberty Mutual's IT Help Desk deployed Avaya Breeze with a custom Snap-in into its Avaya contact center.
"To keep up with customer expectations – both internally and externally – we need to develop products that keep pace with their changing expectations and enhance their user experience. With the enhancements to our IT Help Desk contact center operations, we've significantly increased our agent efficiency as well as customer and business insights, helping us move closer towards the goals we set for our digital transformation strategy."
Mark Cressey, General Manager and CIO, Hosting Services, Liberty Mutual Insurance
Midmarket Transformation Award – Energisa Distribuidora, Brazil
Energisa Distribuidora is constantly growing and investing to improve the services for its more than 6 million customers in Brazil. To support this growing the company took a strategic look at the technology requirements that could support its team approach to planning and service. A new Avaya IP Office platform enabled immediate growth of 30 percent more users, with a host of new features and capabilities and the opportunity to reduce costs.
"The value that Avaya IP Office provided was important to our business strategy. The solution enabled us to increase productivity and better manage IT/Telecom resources and requirements." Savio Ricardo Muniz Aires da Costa, Director, Energisa Distribuidora
Unified Communications Excellence Award – Inova, Leesburg, Virginia
A nationally recognized hospital with a 100-year legacy of compassionate community care, Inova is regularly on the vanguard of using technology to improve patient care. Named a U.S. News and World Report Best Hospital for 2017-18, Inova is taking the next step to deliver great efficiency and connectivity in its staff communications with a newly upgraded system that includes Avaya Equinox. Avaya Equinox and the new system will enable staff to use voice, video, chat, conferencing and more on any device they use – and even switch devices mid-stream.
"At Inova, patient care is first and foremost. We are working to enable our very mobile staff to more effectively engage with other care team members on a standardized interface in order to speed and streamline our patient care. We believe this change will improve the patient and their family's experience thereby making Inova a likely place to be recommended."
Jim Hennigan Manager, IT Voice Communications, Inova Health System
Technology Transformation Award – Exelon, Owings Mills, Maryland
Exelon quickly and seamlessly upgraded multiple business units by leveraging the Avaya infrastructure that had been put in place to support its contact center. In the highly regulated utilities industry where voice is key and downtime is unacceptable, using the Avaya PodFx helps ensure fast connections and efficient service anytime and everywhere it's needed.
"We have the strongest communications infrastructure you can get to connect our customers to the contact center to ensure Exelon is always reachable. The efficiencies and cost savings cannot be understated, in addition to rock-solid reliability that stands the test of time."
Jeff Cormier, Manager, Call Center Technology & Projects, Exelon
Quotes
"The companies receiving the Customer Innovation Awards this year represent a range of significant projects that realize the value of communications technologies to transform their business. While we at Avaya believe in the power of the connected business, it's truly our customers that bring this to life. We are exceedingly grateful that they chose Avaya to play an integral role in building their business for the future."
Jim Geary, vice president and GM, Americas Sales and Services, Avaya
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Source: Avaya Newsroom