COUNTRY FOCUS: EAST COAST
customer interactions. That inconsistency across channels was
resulting in frustrated customers.”
Neises evaluated competitive solutions but ultimately, her past
positive experience with Avaya made the decision easy.
“We looked at other vendors but made the decision to go the Avaya
route because I knew I was getting a stable, reliable, robust and
scalable platform,” she said.
Cincinnati Bell is currently migrating from a premise-based solution
to Avaya OneCloud. With its acquisition of Hawaii Telecom in 2018,
the company recognized that moving to the cloud would position it
to consolidate across geographies.
“With a single platform, we will be able to ensure consistent reporting,
monitoring and management of our customer interactions, as well as
our front-line support personnel,” said Neises.
Neises also anticipates cost savings once the implementation
is complete.
“Once I’m able to truly understand why customers are calling and
what they’re calling about, it will allow me to drive incremental
improvements in first contact resolution,” she said. “Not only will this
provide a better customer experience, it will ultimately save money
for the company.”
A solution that grows with you Cincinnati Bell’s long-term strategy
is to continue to build and scale, which means more subscribers and
more calls coming into the contact center.
“I knew the APC platform was something that I could leverage as we
added more subscribers,” Neises said. “The additional agents I’ll need
will be fully supported on this platform. It will allow Cincinnati Bell to
grow well into the future.” •
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