PRTODAY / NewswireToday Free press release distribution service network

Written by / Agency / Source: Radvision Ltd

Check Ads Availability|e-mail Article


Are you the owner of this article?, Turn it PREMIUM with your LOGO instead - and make it 3rd party Ads-Free! within the next hour!

Avaya Receives 'Best Use of an Emerging Channel' Accolade from ICMI Global Contact Center Awards - Avaya today announced that it won “Best Use of an Emerging Channel” award for its Global Support Services’ use of omni-channel support - Avaya.com
Avaya Receives 'Best Use of an Emerging Channel' Accolade from ICMI Global Contact Center Awards

 

NewswireToday - /newswire/ - Santa Clara, CA, United States, 2015/05/21 - Avaya today announced that it won “Best Use of an Emerging Channel” award for its Global Support Services’ use of omni-channel support - Avaya.com. NASDAQ: RVSN

   
 
Your Banner Ad Here instead - Showing along with ALL Articles covering Office Automation/Conferencing Announcements

Replace these Affiliate Programs at ANYTIME! Your banner here within the next hour. Learn How!


 

• Avaya Global Support Services recognized for its omni-channel support program, including automated chat, talk, voice and video;
• Employee-driven program featuring Avaya developed technology leads to quicker issue resolution and rising CSAT scores.

Avaya today announced that it won “Best Use of an Emerging Channel” award for its Global Support Services’ use of omni-channel support, including Automated Chat (Ava), Talk, Voice and Video, from the ICMI Global Contact Center Awards Program, the most comprehensive awards program dedicated to the customer management industry.

Avaya was recognized for its three-year implementation of a comprehensive omni-channel support ecosystem. Web access to traditional Support Request support models is integrated with a virtual assistant, chat, web based VoIP and leading-edge video experience with full inter-channel continuity that provides one comprehensive experience for all support needs. Behind this tool is the ability for agents to work from any channel, and for workflow and resource management to support all channels, processes, and operational conditioning for web, including swarming capabilities.

In 2012, Avaya’s award-wining program was conceptualized, designed and driven by the Global Support Services organization with strong support from executive leadership, IT, Corporate Strategy and others integral to delivering results.

The results of the program have been stellar:

• 85% of customers use the web to initiate their personalized service experience;
• 73% reduction in phone call volume since Q4 2010;
• 46,000+ resolutions found each month without an agent;
• 85% of issues identified via chats resolved within one hour.

“We are very proud to be recognized by ICMI for the Best Use of an Emerging Channel within our Global Support Services organization,” said Mike Runda, senior vice president and president of Avaya Client Services. “I’d like to thank our customers who trust us to support their mission-critical communications and our employees who deliver amazing omni-channel support every day. We look forward to seeing our CSAT scores this summer after we launch our omni-channel capabilities to our mobile app, allowing customers to chat, talk or video with an Avaya agent using their mobile device.”

Submissions were judged by an ICMI committee of industry experts from all facets of contact center operations - including specialists in technology, training and people management, workforce and resource management, and quality. Entries were scored on how candidate contact centers and professionals embrace and embody ICMI’s principles of effective contact center management whether they create a positive work culture and a climate that fosters personal growth, and their track record for establishing and attaining challenging goals within their organization.

ICMI Global Contact Center Awards
The ICMI Global Contact Center Awards Program is the most comprehensive awards program dedicated to the customer management industry. They are designed to honor and recognize the companies, contact centers and individuals that provide a platform for leadership, vision, innovation and strategic accomplishments for the industry. For over 10 years, ICMI, the leading global provider of comprehensive resources for customer management professionals has organized and managed this awards program.

About ICMI
The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. ICMI is a part of UBM plc (ubm.com), a global events-led marketing services and communications company.

ICMI is a part of UBM, a global live media and B2B communications, marketing service and data provider.

About Avaya
Avaya (avaya.com) is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Environment enables third parties to create and customize business applications for competitive advantage. Avaya's fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services.

 
 
Your Banner Ad Here instead - Showing along with ALL Articles covering Office Automation/Conferencing Announcements

Replace these Affiliate Programs at ANYTIME! Your banner here within the next hour. Learn How!


 

Written by / Agency / Source: Radvision Ltd

 
 

Availability: All Regions (Including Int'l)

 

Traffic Booster: [/] Quick Newswire Today Visibility Checker

 

Distribution / Indexing: [+] / [Company listed above is a registered member of our network. Content made possible by PRZOOM / PRTODAY indexing services]

 
 
# # #
 
 
  Your Banner Ad showing on ALL
Office Automation/Conferencing articles,
CATCH Visitors via Your Competitors Announcements!


Avaya Receives 'Best Use of an Emerging Channel' Accolade from ICMI Global Contact Center Awards

Company website links NOT available to basic submissions
It is OK to republish and/or LINK any newswire for any legitimate media purpose as long as you name Newswire Today and LINK as the source.
 
  Is this your article?
Activate ALL web links and social stream by Upgrading to Press Release PREMIUM Plan Now!

|
Publisher Contact: Christina Knittel - Avaya.com 
408-496-3684 crknittel[.]avaya.com
 
Newswire Today - PRZOOM / PRTODAY disclaims any content contained in this article. If you need/wish to contact the company who published the current release, you will need to contact them - NOT us. Issuers of articles are solely responsible for the accuracy of their content. Our complete disclaimer appears here.
IMPORTANT INFORMATION: Issuance, publication or distribution of this press release in certain jurisdictions could be subject to restrictions. The recipient of this press release is responsible for using this press release and the information herein in accordance with the applicable rules and regulations in the particular jurisdiction. This press release does not constitute an offer or an offering to acquire or subscribe for any Radvision Ltd securities in any jurisdiction including any other companies listed or named in this release.

Office Automation/Conferencing via RSSAdd NewswireToday - PRZOOM Headline News to FeedBurner
Find who RetweetFollow @NewswireTODAY



Are you the owner of this article?, Turn it PREMIUM with your LOGO instead - and make it 3rd party Ads-Free! within the next hour!


Read Latest Articles From Radvision Ltd / Company Profile


Read Office Automation/Conferencing Most Recent Related Newswires:

Avaya Engagement Designer Selected as a Finalist in BPM Awards 2016
AVI-SPL Acquires Anderson Audio Visual
Avaya Japan Partners with LINE on Contact Center Solution
Avaya Partners with China’s Tencent Cloud to Offer Cloud-Based Services to Enterprises
KDDI Evolva to Build Contact Center Platform on Avaya Breeze to Offer Cloud Services to Enterprises
RingCentral Hits Major Milestone with 100 U.S. Patents
RingCentral Connect Platform Achieves New Milestones with 1.6 Million API Requests Per Day and 300% Annual Increase in API Requests Overall
AVI-SPL Awarded Frost & Sullivan’s 2016 North American Managed Video Conferencing Services Company of the Year
AVI-SPL to Showcase Next Gen Collaboration Solutions at Gartner Symposium/ITxpo 2016
AVI-SPL Entrusted as Microsoft Cloud Solutions Provider, Simplifies Cloud Services for Organizations
Vidyo Expands Partnership with Computacenter to Deliver Universal Cloud-Based Video Communications to European Markets
Automated Voice & Data Solutions (AVDS) Partners with Vidyo to Offer Enhanced Video Interactions for Improved Customer Service
Santa Clara Unified School District Moves its Communications Infrastructure to the Cloud with RingCentral
Avaya Unveils Cloud Networking Platform to Simplify and Accelerate Deployment and Management of Networks
AVST Now Part of Arrow Systems Integration Monitoring Solution

Boost Your Social Network
& Crowdfunding Campaigns


LIFETIME SOCIAL MEDIA WALL
NewswireToday Celebrates 10 Years in Business


PREMIUM Members


Visit  Triggr & Bloom

Visit  JobsWare.com





 
  ©2016 Newswire Today — Limelon Advertising, Co.
Home | About | Advertise/Pricing | Contact | Investors | Privacy/TOS | Sitemap | FRANCAIS
newswire, PR free press releases distribution service magazines engine news alert newsroom press room breaking news public relations articles company news alerts newswiredistribution ezine bizentrepreneur biznewstoday digital business report market search pr firms agencies reports distri-bution today investor relation successful internet entrepreneurs newswire distribution prtoday.com freenewswiredistribution asianewstoday bizwiretoday USA pr UK today - NOT affiliated with PRNewswire as we declined their partnership offer in 2013
 
PRTODAY & NewswireTODAY are NOT affiliated with USA TODAY (usatoday.com)