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Performance Eyewear Provider Fuels Growth and Customer Service with Avaya

05-02-2017

Liberty Sport Shoots for the Moon with Avaya Midmarket Solutions

Santa Clara, Calif. – May 2, 2017 – As Liberty Sport grew into a dominant force in the performance eyewear industry and a choice for NASA missions, the company needed a new approach to communications and customer service to mirror the high quality of its products. Called to join the mission, Avaya Midmarket Solutions provided the functionality, mobility and remote accessibility that enables Liberty Sport to execute powerful launches with sustained contact at a level the company had not experienced before.

Significant growth brought Liberty Sport to a crossroads. It had to decide whether to support increasing demand by upgrading its existing solution from an Avaya competitor, or to consider solutions from other vendors. The company elected to change course once Avaya Midmarket Solutions came into the picture with unified communications and contact center support. Avaya offered functionality and efficiency that made an upgrade of their existing solution pale in comparison. Ultimately, the new Avaya solutions enabled Liberty Sport to:

  • Integrate with existing systems so agents are better informed when working with customers
  • Increase scalability to handle more customers with better service quality
  • Enhance mobility for traveling executives and managers, allowing them to use their smartphones to seamlessly access calls and messages sent to their company extension.
  • Provide better remote access for and oversight of work-at-home agents. When a major snowstorm caused some to lose power at their homes, agents were able to continue working from any location where they could get Internet access through a wifi connection.
  • Generate real-time and historic reports that enable better staffing strategies and performance improvements among the agent workforce. Management can view peak call times and adjust staffing as needed, which has already resulted in different shift hours. This will also lead to more revenue as agents are placed in roles where they can generate sales.
  • Significantly improved voice quality throughout the organization

Liberty Sport Vice President Robin Young said:

“When I saw how much reporting functionality Avaya would give us, that’s what made me go this route. What Avaya offered was still more than what the upgraded system would give us. Avaya is always staying above the cusp, always striving to improve their products.”

Learn more about Liberty Sport and the company’s implementation of Avaya Midmarket Solutions in the case study.

About Liberty Sport

For nearly a century, Liberty Sport has been producing superior frames and lenses to handle the rigors of sport. Built to perform under demanding conditions, our products set the global standard for sports eyewear and Rx. From leading ASTM F803 impact sports protective to innovative sun technology, our commitment to research and innovation is unrivaled. And you’ll see that commitment in every product we make.

Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.

All trademarks identified by ®, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners

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