Avaya Wins ICMI Global Contact Center Awards’ “Best Use of an Emerging Channel” Award

Receiving awards here and there is a sign of great performance not only in terms of the services a company provides but also through other factors in a company’s operations. And Avaya, yet again, receive another recognition- the Best Use of an Emerging Channel Award from ICMI.

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The “Best Use of an Emerging Channel” is awarded to companies that use an omni-channel support, which includes:

• Automated Chat or Ava
• Talk
• Voice
• Video

ICMI committee for the awards also evaluated other facets of a contact center operations, including:

• Technology Specialists
• Training and People Management
• Workforce
• Resource management
• Quality

Featuring Avaya technology, the company uses a program that could help agents resolve issues a lot faster. This in the end will improve CSAT scores and will definitely mean a good thing for the contact centers.