TSW 2015 Service Transformations Conference: Avaya Wins STAR Award for Services and Excellence

Avaya wins STAR Award for Enterprise Level Best Practices in the Delivery of Customer Success and Support in the 2015 Fall TSIA or Technology Services Industry Association last October 21, 2015 at the 2015 Technology Services World or TSW in Las Vegas. Visit our store to try out great Avaya products.

The Technology Services Industry Association STAR Award for Best Practices in the Delivery of Customer Success and Support to the companies that provide the best practices, including in the technologies and processes they use and how they handle people that could do the following:

• Increase Agent Productivity, Customer Satisfaction, and Service Levels
• Increase Problem Avoidance
• Effectively Handle More Interactions through Unassisted Channels

The results that Avaya garnered include:

• Net Promoter Score: 24 point rise (Best-in-class score of 56)
• Ticket Resolution Time: 50% improvement over three years
• Customers use the web to start their personalised service experience: 91%
• Resolutions found without an agent: 46,000+ monthly
• Issues Identified via Chats: 85% resolved within one hour
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• Employee Engagement: 12% increase over three years