AVAYA PUBLIC REFERENCE FORM
CUSTOMER : SIKARIN HOSPITAL
SOLUTION
- AVAYA IP OFFICE
- AVAYA CONTACT CENTER SELECT
- AVAYA WORKFORCE OPTIMIZATION SELECT
What does your organization do / what is your main area of business? (in most cases, we will be aware of this / will have company website readily available)
Hospital
What were the business / technology issues that you needed to address when you decide to look at new solution?
Unable to control performance / service quality of Contact Center Agents
Unable t record voice / screen / perform QA on Contact Center Agents
Had only basic reporting. No insight on agent behavior, customer behavior.
No Multimedia Functionality (Email, Webchat,Social Media Integration)
Why were you unable to address these with your existing solution? What were its shortcoming?
Because the solution was out of date, no extra feature can be added on.
What solutions from Avaya are you deploying and why did you select these solutions?
Solution :
- Avaya IP Office
- Avaya Contact Center Select
- Avaya Workforce Optimization Select
Because of Avaya International Stature and the service quality from Loxley that has been providing to Sikarin for over 10 years.
How are these helping to address the issues you were facing?
The solution provides voice / screen recording and quality management tool for quality team to manage contact center agents to ensure and improve service quality.
It also provides advance reporting across all channels and we are able to gain more insights of our customers and also agent behavior.
The Avaya and Loxley Solution also provide full multimedia experience for customer across various channels (Web Chat, Email, Facebook).
What will be your next step on this?
Enable LINE integration with Contact Center and Backend services to increase sales and service quality.