Avaya Holdings Corp. today announced that FatPipe Networks and ACS Technologies have implemented Avaya IX Mobility to accelerate the digital transformation of their contact centers, enhance smartphone interactions, drive down costs, and deliver better customer experiences.
Avaya IX Mobility, previously called Avaya Mobile Experience, reflects the Avaya Intelligent Xperiences or Avaya IX - solution naming architecture unveiled this week at the company’s annual ENGAGE user group conference. Avaya IX Mobility is a patented1 consumption-based cloud offering that identifies when an incoming call originates from a mobile device, transports contextual information on the caller to the contact center and enables selected calls to be deflected to the mobile web for a mobile application or mobile browser digital customer service experience. It also expands the range of customers’ digital interactions while conquering geo-location issues.
Approximately seven out of 10 people who call into a contact center’s toll-free number to solve a problem, make a purchase or voice a concern are using a mobile device2. Businesses need to equip their contact centers with the ability to deliver tailored services that tap the features and functionality of mobile devices and the networks serving them.
“When it comes to using today’s powerful communication tools, more and more people want to use the full complement from voice to text to chat to omnichannel particularly those using mobile devices,” said Laurent Philonenko, Avaya Senior Vice President, Innovation. “Contact center operations can be key drivers of an organization’s digital transformation strategy, while helping to improve the efficiency, quality and cost-effectiveness of the enterprise. We’re excited to enable customers through Avaya IX Mobility to help provide their contact centers with flexibility, agility and simplicity to improve customer responsiveness under changing business requirements. We look forward to further customer success as we make the solution more widely available in the coming weeks.”
FatPipe Networks, an Avaya partner and Avaya IX Mobility end user, is the creator of SD-WAN, a technology that provides automatic and dynamic load balancing and failover for VoIP, video and data traffic without dropping sessions. FatPipe wanted to provide better customer experience and digitally transform their contact center. They chose to implement Avaya IX Mobility in combination with their secure SD-WAN for Customer Support 800 service offering self-service choices for smartphone users.
“Avaya IX Mobility has been a great investment for FatPipe to help improve experiences with our customers as we grow and expand,” said Sanchaita Datta, Chief Technical Officer, FatPipe Networks. “Customers can now provide more information on issues using the mobile web applications we have written and deployed. Our customers have enjoyed having these options to expedite their support requests. Avaya IX Mobility has been a cost-effective way for us to provide a better customer experience.”
ACS Technologies serves nearly 50,000 clients with technology solutions developed specifically for faith-based organizations. The company needed solutions to improve customer service, build loyalty and grow revenue through attribute-based alignment of customer preferences and historical interactions. As Avaya’s first Avaya IX Mobility solutions customer, they migrated all 800 numbers over the course of two months with a projected hard dollar savings of 35 percent from their previous carrier.
“Avaya IX Mobility offers ACS Technologies the opportunity for not only cost savings, but the ability to transform our customer service from ‘speed to answer’ to ‘time to resolve’ for each of our customers’ needs,” said Dustin Fails, Network Telecommunications Administrator, ACS Technologies. “In the future, we are looking to add new services such as call deflection to enhance our customers’ experiences even further.”
About FatPipe Networks Ltd
FatPipe ® Networks (fatpipe.com) has invented the concept of software-defined broad area networking (SD-WAN) and hybrid WANs that compromise the need for hardware and software or collaborates with ISP and to control multi-link network traffic. Allows companies and service providers. FatPipe now has 180 technology claims related to the 11 US patents and multipath, software-defined networking, and select encryption of broadband networks. FatPipe Technology provides the world's best intra-corporate wide area network solutions that remain ahead of the internet and other network failures to maintain business continuity and high transmission security. FatPipe headquarters in Chennai, with its thousands of customers, In India and America, while in the US its offices, along with resellers at the global level including almost all national resellers, are in the world.
About ACS Technologies®
Founded in 1978, ACS Technologies® (acstechnologies.com) is the leading provider of information management software and service solutions to nearly 50,000 churches, schools, and organizational offices. With brands such as Realm®, ACS™, PDS™, The City, and HeadMaster™, ACS Technologies enables churches and schools to manage every vital area of their ministry from finances to relationships, from events and groups to giving and serving. Whether online, desktop, or mobile, the passion that drives ACS Technologies is maximizing technology's value for ministry. ACS
Technologies is a privately held company headquartered in Florence, South Carolina, with offices in Greenville, SC and Phoenix, AZ.
Businesses are built on the experiences they provide, and every day millions of those experiences are built by Avaya (avaya.com). For over one hundred years, we’ve enabled organizations around the globe to win by creating intelligent communications experiences for customers and employees. Avaya builds open, converged and innovative solutions to enhance and simplify communications and collaboration in the cloud, on-premise or a hybrid of both. To grow your business, we’re committed to innovation, partnership, and a relentless focus on what’s next. We’re the technology company you trust to help you deliver Experiences that Matter.
Cautionary Note Regarding Forward-Looking Statements
This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," “our vision,” "plan," "potential," "preliminary," "predict," "should," "will," or “would” or the negative thereof or other variations thereof or comparable terminology and include, but are not limited to, expected cash savings and statements about growth, exchange listing and improved operational metrics. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company’s Registration Statement on Form 10 filed with the Securities and Exchange Commission, may cause its actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a further list and description of such risks and uncertainties, please refer to the Company’s filings with the SEC that are available at sec.gov. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, considering these risks and uncertainties, the matters referred to in the forward-looking statements contained in this report may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.
All trademarks identified by ®, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners.
Tara Donnelly - FatPipe Networks
Meredith Morris - ACS Technologies