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Florius, a leading Netherlands-based mortgage lender, uses Avaya technology to significantly enhance the customer experience while enabling its contact center agents to adapt to a hybrid work environment.
Avaya OneCloud’s automated quality management capabilities integrate with Florius business applications, giving remote workers digital tools to improve the quality of all customer interactions through advanced real-time speech analytics.
“The customer journey is very important to us,” said Seif Alhamrany, Florius Consulting Team Leader. “We’re committed to a fast turnaround for mortgage applications, so we need to be customer-centric, quickly access as much information as possible, and automate the process as much as possible.”
Changes in workloads during the pandemic forced Florius to quickly adapt to hybrid work scenarios. By the same token, direct insight into customers’ changing contact behaviors has become critical during these uncertain times. “We need to adapt quickly in order to provide the best service to our customers and the best solution to our employees,” said Deliane Schimmel, managing director of consulting and services at Florius.
Using the Avaya solution, Florius was able to remotely bring in AI-based speech analytics and quality management tools that monitor 100% of customer calls and then provide guidance on the next best answer. This gives agents first-hand access to topics that typically require training, while also enabling them to work from home on a more flexible schedule.
“A good example of this is when legislation on delayed mortgage payments is amended. Staff don’t have to be trained on this in the first place because they have the right knowledge in real time during conversations discussing payments and COVID. As a result, agents are able to quickly Give the right answer because they have the right information right away and can share it with the customer,” explains Alhamrany.
Avaya and NTT, the Avaya partner that integrated the solution, worked closely with Florius to integrate the Avaya solution with the company’s CRM system, a step that broadens the view of the customer journey and provides agents with new insights.
“Florius’ reputation has always been built on the experience it provides to its customers, and this use of advanced technology to derive intelligence from voice conversations is just the latest in a series of innovations. We’re very excited about it,” said Nidal Abou-Ltaif, president of Avaya International. Proud to support Florius as it continues to push the boundaries of great customer experience. “ -TradeArabia News Service
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