Page 4 - Avaya Extra Q2 2016

4 Telecom Reseller: Extra Report on Avaya
2nd Quarter 2016
CTDI Can Save
Major Retailer Transforms Customer

You Money

Service with Jacada Integration
(Booth #1211)

Authentic Avaya, (AA), Powered by CTDI, and Automation Solution
is Avaya’s resource for selling quality and
certi ed refurbished Avaya products for
the value-minded customer. We o er Avaya
customers several options and buying
solutions that follow stringent quality
standards de ned by Avaya.
Our customers bene t by purchasing e third largest ecommerce retailer in the SOLUTION
and account information) at the appropriate
Authentic Avaya products and bundling them U.S. serves consumers and businesses of
Jacada provided the retailer with a custom eld or page. Automating these complex
with existing maintenance agreements which all sizes. Headquartered near Boston, the implementation based on the Jacada navigation sequences spares customer care
can greatly enhance purchasing con dence. In company operates stores throughout the world Integration and Automation (JIA) solution to associates from manually searching through
addition, all of our AA products are backed by as well as a robust online retail operation. improve data transfer between its back-end multiple screens and entering the same data
a one-year warranty.
With thousands of associates worldwide, the systems and automate navigation for agents. a number of times. In addition, because JIA’s
We are proud to announce that
company makes it easy for customers to shop e customized JIA application, purchased non-invasive service-enablement process
Authentic Avaya recently launched the AA when they want and where they want, in one through the Avaya DevConnect Select Product surfaces existing application functionality as
MARKETPLACE, an e-commerce tool for of its stores, online or from a mobile device.
Program, integrated with the retailer’s existing open-standard Web Services, the retailer can
Avaya Business Partners and Distributors. e Avaya one-X® Agent solution. Avaya one-X con dently reuse applications within its larger
AA MARKETPLACE allows BP’s to purchase CHALLENGE
Agent is a desktop application built speci cally service-oriented architecture.
certi ed Avaya products and either stock their e retailer was aggressively growing its online to meet the needs of contact center agents and
inventory or ship direct for customers.
business, part of a transformational shi from supervisors.
RESULTS
is robust site is easy to navigate and is also a brick-and-mortar business to a new omni- With a dynamic, streamlined user interface, e successful integration between Avaya
a great resource for Avaya Channel Account channel retailing model. As the company it delivers rich features that give contact one-X Agent, the intuitive Jacada Integration
Managers (CAMs) to register and track
moved forward with its transformation, it center users the tools they need to be more and Automation application, and the
sales opportunities with email updates and needed a cost-e ective solution to allow its productive regardless of their location.
company’s three disparate back-o ce systems
noti cations sent directly from the site. e customer care representatives to quickly
JIA seamlessly transferred and processed was deployed faster than expected with
Marketplace provides access to view available access critical customer data stored in
caller information from the Avaya IVR to better than expected operational savings.
inventory and pricing, request for product, several disparate back-end systems. Agents the OMS, displaying the data for customer e solution simpli ed contact center agent
submit BuyBack, Trade-in forms, track orders, were spending valuable call handling time care associates via screen pop in the Avaya e orts, which reduced average call handle
online specials, and more.
retrieving customer account and order one-X Agent. e integrated solution time by 45 seconds. With a 40% adoption
Check out the Authentic Avaya Marketplace information from the di erent systems and e ciently processes additional information rate, the retailer’s customers have readily
at authenticavaya.ctdi.com.
manually uploading the data into the order from the retailer’s customers by tying in accepted the new IVR options. In addition,
Visit us at Booth #1211 to learn about how management system (OMS). It was imperative multiple back-o ce systems. Screen pops the 80% hit rate and OMS population on the
you can win an Amazon Echo, Fitbit Blaze, or that the retailer signi cantly reduce average automatically display relevant information relevant screen has helped improve the overall
a discount o your Marketplace order! ■
call handle time by automating these steps.
to agents (including customer intent, order,
customer experience. ■

Turn Communications

Data Into Actionable Insight

with VeraSMART eCAS

Call Accounting Software

and InSight Analytics

IAUG ENGAGE Booth #1202

585.383.6806

1565 Je erson Road, Suite 101 • Rochester NY 14623
www.calero.com • www.call-accounting-solutions.com