WATT+VOLT is a provider of integrated electricity services. It is a profitable and rapidly growing company operating in Greece. Aligned with the global developments in the electricity sector, WATT+VOLT is an innovative organization, with Customer Service at its core.
WATT+VOLT uses Avaya IP Office for all corporate users and Avaya Contact Center Select platform for the Contact Center group.
The need for an intelligent routing strategy was created by the increased call volumes that would result in long queuing times, the need for a system that could handle common customer inquiries efficiently, as well as improvement of the call center service levels, and lastly, cost effectiveness.
Avaya Contact Center Select (ACCS) platform was the optimal solution, since it is a robust, multichannel contact center solution which is fully integrated with the Avaya IP Office™ platform, WATT+VOLT’s IP phone system.
The key features of the Avaya solution that addressed the request were the following:
– Quality, motivation and performance for the agents
– Skills-based routing
– Customer self-service
Using the Avaya Contact Center Select solution, WATT+VOLT implemented intelligent call flows and customized routing strategies. Avaya Contact Center Select is a collaborative, multichannel customer contact solution that enables businesses to anticipate, automate and accelerate customer interactions, thus improving customer experience.
With this solution, WATT+VOLT manages to reduce or eliminate transfers within the contact center and route calls to the most appropriate resource, based on language, knowledge, history and availability. On the other “end”, callers benefit from optimized intelligent call routing as they are quickly directed to the right agents.
With customer self-service, the number and duration of live calls handled by the agents was reduced, and the efficiency of both agents -and- business, has improved. Adding an intelligent IVR to the contact center enabled existing customers to complete a part or even the entire call using DTMF tones, to get information such as account balances, to submit their metrics, as well as receiving an SMS without the need to contact an agent.
Barphone is increasingly working alongside its customers to transform their entire business model, integrate services, shift to real-time data automation, so they can thrive in the digital age and achieve competitive advantage.
