SSQ Financial Group has implemented Avaya MultiVantage Communication Applications, to pursue improvements in customer service, productivity and efficiency. Through this new solution, the Canadian Insurance Group, has linked four call centers and reduced call overflow by more than 96 percent. Cygnal Technologies, Avayas Platinum Business Partner , conducted this project.
“Using Avaya solutions, we have seen a decrease in overflow calls from 400 per day down to 15”,said Eric Bourbeau, IT Manager at SSQ Financial Group. Overflow was a significant issue for SSQ, with customers either getting a busy signal when calling, or experiencing long waiting times before being able to reach an agent. In addition, SSQ did not have access to a skill based routing solution to ensure the most appropriate agents were being assigned to calls. Now everything seem to be different. “We can now ensure that our customers are speaking with the employees who are better suited to answer their questions, ensuring our customers are receiving the timely attention they need”, he added.
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