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August 15, 2012

AVAYA News - Avaya Solutions Helps nTelos Establish Enhanced Customer Service

By Nathesh, TMCnet Contributor

nTelos Wireless, a provider of wireless communications services, acknowledged that it was able to establish a breakthrough customer service by leveraging Avaya (News - Alert) Contact Center solutions.

nTelos’ reach reportedly covers over 420,000 retail subscribers in Virginia, West Virginia and portions of Maryland, North Carolina, Pennsylvania, Ohio and Kentucky. Utilizing Avaya Customer Experience Interaction Management solutions for contact center, speech and workforce optimization, nTelos was able to bring down costs and deliver advanced customer service.

Avaya’s Customer Experience Interaction Management solutions enable companies to serve more customers through more channels, while providing a streamlined, orchestrated experience for customers, agents and managers. Enabled by Avaya Aura’ flexible, centralized architecture, these solutions are capable of helping clients cost-effectively support multiple locations and services, including local, remote and home agents with streamlined, simplified management.

With Avaya solutions, nTelos reportedly resolved 97 percent of customer inquiries on the first call; leverage single virtual contact center to support extended operations; instantly match customer calls to the expert best suited to handle them; optimize staff based on anticipated call volumes; and more.

Avaya’s customer interaction suite is designed to be truly flexible to address business challenges. The firm understands that different companies require different communications strategies, and its goal is to provide businesses with the best functionality possible to address their unique needs, regardless of size or the underlying infrastructure.

At the same time, the business also provides components designed to work together in comprehensive business communications solutions.

“We're in a rapidly changing industry and must respond quickly to what our competitors are doing,” said John Mark Logan (News - Alert), senior network engineer at nTelos. “With Avaya Aura Experience Portal, our contact center is in a much better position to incorporate new time-saving applications so agents can focus on our customers. And with Avaya Aura Workforce Optimization, we have great tools to effectively manage our workforce. This keeps our costs in line while still delivering excellent service.”

Want to learn more about the latest in communications and technology? Then be sure to attend
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Edited by Braden Becker

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