Avaya - Award for Innovation in Customer Service
Company: Avaya Inc
Company Description: Avaya is a global leader in digital communications software, services and devices for businesses of all sizes. We enable the mission critical, real-time communication applications of the world’s most important operations. Our open, intelligent and customizable solutions for contact centers and unified communications offer the flexibility of Cloud, on-premises and hybrid deployments.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Award for Innovation in Customer Service - Telecommunications Industries
Nomination Title: Avaya Innovates with FAST PASS
Tell the story about your organization's innovations in customer service since the beginning of July 2017 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Avaya is a global leader in digital communications software, services and devices for businesses of all sizes. We enablemission critical, real-time communication applications of the world’s most important operations. Our open, intelligent and customizable solutions for contact centers and unified communications offer the flexibility of Cloud, on-premises and hybrid deployments. Our professional planning, support and management services teams help optimize solutions, for highly reliable and efficient deployments.
Avaya’s award-winning proactive, preventative monitoring of system performance and the ability to quickly find and fix problems help keep your communications running optimally. Remote diagnostics and resolutions help us rapidly resolve potential problems, saving time and reducing the risk of an outage. Avaya offers every level of support for communications solutions with both niche and end-to-end services, available globally.
In FY 18, 93% of customers rated their support interactions with Avaya “excellent”, “very good”, or “good” – which is an outstanding accomplishment of the organization in a B-2-B environment.
In order to further improve the speed, responsiveness, quality, and attention we provide for customers, Avaya Services Delivery has developed “FAST PASS”. With FAST PASS, Avaya provides customers an accelerated access to Engineers - a first in the Industry. When an entitled client requests technical support via the Avaya Support Website, they will ever-increasingly receive a phone call from an engineer within seconds 24x7x365 regardless of the severity of the issue or their location.
How does this work? FAST PASS, the latest technology in place to enhance the customer experience, leverages Avaya Breeze Platform, Avaya Media Server, Siebel (Ticketing system), and OneStop Case Distributor to improve the response time for our customers. The development of the One Stop Case Distributor – OCD- has been a milestone in utilizing algorithms to allow the attribute-matching tool to conduct a best fit case assignment matching between clients and engineers. It not only considers time zones, skills, engineer caseload, etc. but also takes previous customer/engineer interactions into account to allow preferred matches between customers and engineers they have successfully worked with before.
The process works as follows:
• A client searches the website “support.avaya.com” for known solutions, doesn’t find what s/he needs and creates a Service Request (SR).
• The SR is then assigned to a backbone engineer using attribute-based matching and an automated phone call is placed to the assigned engineer immediately.
• If the engineer is available and answers the call, s/he is provided with a customized announcement providing background of the customer and the assigned SR. S/he is then automatically connected directly to the client who just submitted the ticket seconds before.
Since its pilot in January 2018, we have seen customer satisfaction reach record levels per the feedback in the surveys performed through a third party. Overall, there has been a 9% faster time to resolve and a 6.3% quicker response to customer requests.
Since May 2018, 5764 customers have been connected using FAST PASS within seconds of SR creation with the following outcome: (Ratings out of 5)
CSAT with FAST PASS: 4.71 vs. 4.64 without
Average resolution days: 3.85 vs. 6.09 without
Responsiveness rating: 4.6 with FAST PASS vs. 4.45 without
Aside from high ratings in the survey, and other metrics specified above, customers increasingly comment on the rapid response:
“Me and colleague were astonished just a second before the case was opened and got a call from the Engineer. Amazing.” - Vikram
“Just created the SR and I am still on the same page and how can I get your call with a minute?? I am really happy with the response. How were you able to connect with me so fast !!”
“Wow, how did that happen so fast?!”
“Was contacted very quickly after opening SR.” - Colin
“The response from the engineers ( Arun and Csilla) was swift and their resolution was helpful.”