Seventy-year old mortgage specialist outpaces the competition with
full and self service capabilities from the company’s website enabled by
Avaya Contact Center solutions
SANTA CLARA, Calif.--(BUSINESS WIRE)--
Avaya Holdings Corp. (AVYA) today announced that Florius, a division of
ABN Amro, now enables customers to quickly complete all aspects of the
mortgage process with new, expanded self- and assisted-service
capabilities provided through the company’s website. Avaya and Dimension
Data, an Avaya channel partner and system integrator, worked closely
with Florius to create an outstanding, online, omnichannel customer
experience that would set the company far ahead of the competition.
The 70-year old company continually seeks to improve its customer
experience, and the ability for its 185 employees to enhance
interactions with customers. With a commitment to speed-up the review of
mortgage applications, Florius needed to update its contact center
operation to increase flexibility, support for multi-channel
interactions, and provide a more holistic view of the customer’s
journey. Going digital was top of mind, but Florius wasn’t just looking
to simply implement ‘cool’ technologies. Rather, the business goal was a
better customer experience that was first and foremost, personalized and
omnichannel, supported by digital capabilities.
“The customer journey is very important to us,” said Seif Alhamrany,
head of the Advisory Team at Florius. “We are committed to a fast
turnaround for mortgage applications, so we need to put the customer in
the center, have fast access to as much information as possible, and
automate processes as much as possible.”
The upgrade included integrating Avaya Contact Center solutions with the
company’s CRM system, a step that broadened the view of the customer’s
experience and provided new insights. The addition of Avaya Breeze
enables Florius to innovate quickly, allowing the company to take
advantage of pre-made, ready-to-use Snap-Ins as well as quickly and
easily create and integrate its own applications for a differentiated
customer experience.
“We’ve been working with Avaya for a long time. A year ago we started
the conversation with Dimension Data about developing a roadmap to
enable us to work better with customers and do more with the brilliant
Avaya platform we had,” said Alhamrany.
With development of the roadmap, the Florius website went live in March
with new, WebRTC video and co-browsing capabilities facilitated by Avaya
Breeze Snap-Ins. From the customer interaction to the backend magic that
brings it all together, Florius has achieved its goal of creating and
delivering a personalized, omnichannel customer experience that sets it
apart from the competition. Rather than rest on its laurels, Florius is
already looking to the future, one that may include artificial
intelligence capabilities and other new or emerging technologies.
“We won’t be finished after this,” said Alhamrany. “We see this as an
ongoing project to delight our customers. We’re already talking about
next steps and what kind of innovation we’ll see. As far as I’m
concerned, the sky’s the limit.”
Read more in the case study
here
.
About Florius
At Florius, we find it important that everyone can live without any
trouble in his house. We know that life can go differently than what has
been planned. That’s why we deliver a mortgage that adapts with the life
situations of our customers. For now and for later, and for good and bad
times. www.florius.nl
About Avaya
Avaya is a global leader in digital communications software, services
and devices for businesses of all sizes. Our open, intelligent and
customizable solutions for contact centers and unified communications
offer the flexibility of Cloud, on-premises and hybrid deployments.
Avaya shapes intelligent connections and creates seamless communication
experiences for our customers, and their customers. Our professional
planning, support and management services teams help optimize solutions,
for highly reliable and efficient deployments. Avaya Holdings Corp. is
traded on the NYSE under the ticker AVYA. For more information, please
visit www.avaya.com
Cautionary Note Regarding Forward-Looking Statements
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Statement on Form 10 filed with the Securities and Exchange Commission,
may cause its actual results, performance or achievements to differ
materially from any future results, performance or achievements
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Source: Avaya Newsroom
View source version on businesswire.com:
https://www.businesswire.com/news/home/20180417005971/en/
Avaya
Deborah Lewandowski, 630-245-2720
deblewan@avaya.com
Source: Avaya Holdings Corp.