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TyN Magazine, desde el Avaya Engage, Austin, Texas.

Avaya today announced that FatPipe Networks and ACS Technologies have implemented Avaya IX Mobility to accelerate the digital transformation of their contact centers, enhance smartphone interactions, drive down costs, and deliver better customer experiences.

Avaya IX Mobility, previously called Avaya Mobile Experience, reflects the Avaya Intelligent Xperiences – or Avaya IX – solution naming architecture unveiled this week at the company’s annual ENGAGE user group conference. Avaya IX Mobility is a patented 1 consumption-based cloud offering that identifies when an incoming call originates from a mobile device, transports contextual information on the caller to the contact center and enables selected calls to be deflected to the mobile web for a mobile application or mobile browser digital customer service experience. It also expands the range of customers’ digital interactions while conquering geo-location issues.

Approximately seven out of 10 people who call into a contact center’s toll-free number –to solve a problem, make a purchase or voice a concern –are using a mobile device.2 Businesses need to equip their contact centers with the ability to deliver tailored services that tap the features and functionality of mobile devices and the networks serving them.

“When it comes to using today’s powerful communication tools, more and more people want to use the full complement from voice to text to chat to omnichannel–particularly those using mobile devices,” said Laurent Philonenko, Avaya Senior Vice President, Innovation. “Contact center operations can be key drivers of an organization’s digital transformation strategy, while helping to improve the efficiency, quality and cost-effectiveness of the enterprise. We’re excited to enable customers through Avaya IX Mobility to help provide their contact centers with flexibility, agility and simplicity to improve customer responsiveness under changing business requirements. We look forward to further customer success as we make the solution more widely available in the coming weeks.”

FatPipe Networks, an Avaya partner and Avaya IX Mobility end user, is the creator of SD-WAN, a technology that provides automatic and dynamic load balancing and failover for VoIP, video and data traffic without dropping sessions. FatPipe wanted to provide better customer experience and digitally transform their contact center. They chose to implement Avaya IX Mobility  in combination with their secure SD-WAN for Customer Support 800 service offering self-service choices for smartphone users.

“Avaya IX Mobility has been a great investment for FatPipe to help improve experiences with our customers as we grow and expand,” said Sanchaita Datta, Chief Technical Officer, FatPipe Networks. “Customers can now provide more information on issues using the mobile web applications we have written and deployed. Our customers have enjoyed having these options to expedite their support requests. Avaya IX Mobility has been a cost-effective way for us to provide a better customer experience.”

ACS Technologies serves nearly 50,000 clients with technology solutions developed specifically for faith-based organizations. The company needed solutions to improve customer service, build loyalty and grow revenue through attribute-based alignment of customer preferences and historical interactions. As Avaya’s first Avaya IX Mobility solutions customer, they migrated all 800 numbers over the course of two months with a projected hard dollar savings of 35 percent from their previous carrier.

“Avaya IX Mobility offers ACS Technologies the opportunity for not only cost savings, but the ability to transform our customer service from ‘speed to answer’ to ‘time to resolve’ for each of our customers’ needs,” said Dustin Fails, Network Telecommunications Administrator, ACS Technologies. “In the future, we are looking to add new services such as call deflection to enhance our customers’ experiences even further.”

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