SMECO Deploys Avaya Customer Experience Management Solutions
Southern Maryland Electric Cooperative (SMECO), a regional, member-owned utility serving more than 150,000 Maryland customers, has deployed Avaya (News - Alert) Customer Experience Interaction Management solutions in aims to deliver outstanding customer service over multiple communication channels.
The company quickly found that it achieved a range of benefits with the recent addition of new Avaya multimedia capabilities and workforce optimization tools.
With Avaya, for instance, SMECO has achieved service level targets 94% of the time; increased efficiency in serving customers through use of integrated screen pops from customer care and billing applications; improved agent productivity with automated responses to customer email interactions; and reduced the amount of time needed for staff scheduling by more than 90 percent.
Additionally, SMECO has also been able to improve staff skills and service quality through on-screen monitoring and audio recording.
“We’ve seen a huge change in what customers tell us on surveys. We used to get very satisfactory ratings, but now, more and more, we are seeing many absolutely over-the-top comments from customers about the courtesy and caring they experience with our staff,” said Sylvia Welch, manager, IT Applications, SMECO.
SMECO is using Avaya Aura Contact Center for multimedia interaction, which allowed the utility to replace the manual processes it once used to manage customer email.
Furthermore, Avaya Aura Workforce Optimization and Management tools provide voice recording, quality monitoring and advanced scorecard tools, staff forecasting and scheduling to the utility.
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world.
The company was in recent news last month when Qilu Bank Co, Ltd, selected Avaya's solution to upgrade the bank's contact center system in order to enhance customer service and management efficiency.
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Edited by Allison Boccamazzo