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Avaya Helps CET’s Home Emergency Contact Center Weather Any Storm


Contact center agents can now handle 150% of normal call volumes with capacity to spare


Santa Clara, Calif. —April 7, 2016CET’s Home Emergency contact center is the first line of response for home emergency claims for several of the United Kingdom’s largest insurers and loss adjusters. After taking on a major contract with a national insurer for claims fulfilment and emergency response, CET’s call volumes increased six-fold almost immediately.

To manage those calls effectively, meet challenging service level agreements and maintain customer satisfaction during increased call volumes, CET turned to Avaya to implement a higher capacity, more feature-rich contact center solution that would ensure optimal performance, 24x7.

With Avaya, CET is now experiencing the following benefits:

·         Improved agent morale and increased customer satisfaction.

·         Contact center agents can handle 150% of normal call volumes with capacity to spare.

·         Average claim handling time reduced by a third, while callers receive a more personalized experience.

·         Able to utilize call recordings much more effectively and efficiently.

·         Wide range of SLAs met or exceeded.

·         Created outbound calling team to enrich the customer experience while reducing incoming call volumes.

·         Can now add multimedia options for customers, including email and web chat.

 “Our Avaya solution provides agents with so much of the required customer data that we no longer have to waste time asking callers for it,” said Mike Blake, CET’s Home Emergency Director. "It has helped us reduce the average time to complete a claim by a third – which callers really appreciate."

Learn more about CET at:


About Avaya

Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Environment enables third parties to create and customize business applications for competitive advantage.  The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services.  For more information please visit


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