London, UK – When LaSer, a leading provider of innovative credit and customer programmes, needed to consolidate its contact centre operations to improve efficiency and better serve its customers in the UK, they turned to an IP solution from Avaya.
The IP based contact centre solution from Avaya, a leading global provider of business communications applications, systems and services, has played a key role in enhancing the sales and customer services capability of LaSer UK, which has more than five million customers in the UK through its loyalty, storecard, co-branded credit card, and point-of-sale credit programmes with retailers and affinity partners including Flybe, Selfridges & Co, JJB Sports, Land of Leather, ScS and Everton FC.
A key component of LaSer UK’s success is the Avaya system, through which cardholders throughout the UK can contact the company anytime, anywhere, and use any means (telephone, email, web, or fax) to access information and receive consistent, personalised service. Avaya call routing software enables the 300 contact centre agents located in Belfast and Birmingham to instantly see the profile and transaction history of each caller. In addition, agents can differentiate between various types of customers and their needs before the caller reaches them, so each customer receives efficient, effective service on their first call.
In addition to receiving over 150,000 incoming calls per month, Avaya Proactive Contact expands the functions of LaSer UK’s contact centre so that agents can proactively touch the customer for purposes of market promotion, research, and customer retention. For example, the Proactive Contact voice detection delivers the maximum number of live connections to agents by accurately detecting live voice, auto voice and busy signals with up to 98.9% accuracy.
“With the Avaya call centre solution, we are able to provide customised and value added services, and be more effective in sales and marketing. This has enhanced customer loyalty, and brought us more business opportunities, which has put us in a better position to win in this market,” said Stephen Hunt, managing director of LaSer UK.
Partnering with LaSer Contact, the LaSer group specialist in Customer Relationship Management and Call Centre activities, and Coverage Communication, an Avaya-certified BusinessPartner (in collaboration with Corporate Communications Ltd LaSer UK has deployed a total contact centre solution from Avaya including Avaya Communications Manager, Automatic Call Distribution, Avaya Interaction Centre, and Call Management System. The Call Management System provides the information and management tools the company needs to monitor and analyse the performance of its contact centre operation.
“The new system will provide LaSer UK with a superior technology and applications platform,” explained Nick Roullier, country manager, Avaya UK. “Avaya helps LaSer UK give its customers personalised and innovative services through the integration of contact centres and business applications, creating a better customer experience for all.”
Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500 (R), use Avaya solutions for IP Telephony, Unified Communications, Contact Centres and Communications-Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large. For more information visit the Avaya Web site: http://www.avaya.com.
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