AUSTIN, Texas--(BUSINESS WIRE)--
Avaya ENGAGE® 2019--Avaya
Holdings Corp. (NYSE: AVYA) 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 ENGAGEuser
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.”
Additional Resources
-
Learn more about Avaya
IX Mobility
1
https://patents.google.com/patent/US9961205B1/en?oq=US9961205B1
2Figure based on actual Avaya customers’ internal analytics
About FatPipe Networks, Ltd.
FatPipe (R) Networks has invented the concept of software-defined broad
area networking (SD-WAN) and hybrid WANs that compromise the need for
hardware and software or collaborates with ISP and to control multi-link
network traffic. Allows companies and service providers. FatPipe now has
180 technology claims related to the 11 US patents and multipath,
software-defined networking, and select encryption of broadband
networks. FatPipe Technology provides the world's best intra-corporate
wide area network solutions that remain ahead of the internet and other
network failures to maintain business continuity and high transmission
security. FatPipe headquarters in Chennai, with its thousands of
customers, In India and America, while in the US its offices, along with
resellers at the global level including almost all national resellers,
are in the world. For more information, visit www.fatpipe.com.
Follow us on Twitter @FatPipe_Inc.
About ACS Technologies
®
Founded in 1978, ACS
Technologies® is the leading provider of information
management software and service solutions to nearly 50,000 churches,
schools, and organizational offices. With brands such as Realm®, ACS™, PDS™, The
City, and HeadMaster™,
ACS Technologies enables churches and schools to manage every vital area
of their ministry from finances to relationships, from events and groups
to giving and serving. Whether online, desktop, or mobile, the passion
that drives ACS Technologies is maximizing technology's value for
ministry. ACS Technologies is a privately held company headquartered in
Florence, South Carolina, with offices in Greenville, SC and Phoenix, AZ.
About Avaya
Businesses are built on the experiences they provide, and every day
millions of those experiences are built by Avaya (NYSE:AVYA). For over
one hundred years, we’ve enabled organizations around the globe to win –
by creating intelligent communications experiences for customers and
employees. Avaya builds open, converged and innovative solutions to
enhance and simplify communications and collaboration – in the cloud,
on-premise or a hybrid of both. To grow your business, we’re committed
to innovation, partnership, and a relentless focus on what’s next. We’re
the technology company you trust to help you deliver Experiences that
Matter. Visit us at www.avaya.com.
Cautionary Note Regarding Forward-Looking Statements
This document contains certain “forward-looking statements.” All
statements other than statements of historical fact are
“forward-looking” statements for purposes of the U.S. federal and state
securities laws. These statements may be identified by the use of
forward looking terminology such as "anticipate," "believe," "continue,"
"could," "estimate," "expect," "intend," "may," "might," “our vision,”
"plan," "potential," "preliminary," "predict," "should," "will," or
“would” or the negative thereof or other variations thereof or
comparable terminology and include, but are not limited to expected
feature releases and statements about future products, expected cash
savings and statements about growth, exchange listing and improved
operational metrics. The Company has based these forward-looking
statements on its current expectations, assumptions, estimates and
projections. While the Company believes 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 its control. The factors are
discussed in the Company’s Registration 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 expressed or implied by these
forward-looking statements. For a further list and description of such
risks and uncertainties, please refer to the Company’s filings with the
SEC that are available at
www.sec.gov
.
The Company cautions you that the list of important factors included in
the Company’s SEC filings may not contain all of the material factors
that are important to you. In addition, considering these risks and
uncertainties, the matters referred to in the forward-looking statements
contained in this report may not in fact occur. The Company undertakes
no obligation to publicly update or revise any forward-looking statement
as a result of new information, future events or otherwise, except as
otherwise required by law.
Source: Avaya Newsroom
View source version on businesswire.com:
https://www.businesswire.com/news/home/20190121005103/en/
For media inquiries:
Alex Alias, Avaya
alalias@avaya.com
Tara Donnelly, FatPipe Networks
tdonnelly@fatpipeinc.com
Meredith Morris, ACS Technologies
meredith@acst.com
Source: Avaya Holdings Corp.