SANTA CLARA, CA--(Marketwired - May 02, 2017) - As Liberty Sport grew into a dominant force in the performance eyewear industry and a choice for NASA missions, the company needed a new approach to communications and customer service to mirror the high quality of its products. Called to join the mission, Avaya Midmarket Solutions provided the functionality, mobility and remote accessibility that enables Liberty Sport to execute powerful launches with sustained contact at a level the company had not experienced before.
Significant growth brought Liberty Sport to a crossroads. It had to decide whether to support increasing demand by upgrading its existing solution from an Avaya competitor, or to consider solutions from other vendors. The company elected to change course once Avaya Midmarket Solutions came into the picture with unified communications and contact center support. Avaya offered functionality and efficiency that made an upgrade of their existing solution pale in comparison. Ultimately, the new Avaya solutions enabled Liberty Sport to:
- Integrate with existing systems so agents are better informed when working with customers.
- Increase scalability to handle more customers with better service quality.
- Enhance mobility for traveling executives and managers, allowing them to use their smartphones to seamlessly access calls and messages sent to their company extension.
- Provide better remote access for and oversight of work-at-home agents. When a major snowstorm caused some to lose power at their homes, agents were able to continue working from any location where they could get Internet access through a wifi connection.
- Generate real-time and historic reports that enable better staffing strategies and performance improvements among the agent workforce. Management can view peak call times and adjust staffing as needed, which has already resulted in different shift hours. This will also lead to more revenue as agents are placed in roles where they can generate sales.
- Significantly improved voice quality throughout the organization.
Liberty Sport Vice President Robin Young said:
"When I saw how much reporting functionality Avaya would give us, that's what made me go this route. What Avaya offered was still more than what the upgraded system would give us. Avaya is always staying above the cusp, always striving to improve their products."
Learn more about Liberty Sport and the company's implementation of Avaya Midmarket Solutions in the case study.
About Liberty Sport
For nearly a century, Liberty Sport has been producing superior frames and lenses to handle the rigors of sport. Built to perform under demanding conditions, our products set the global standard for sports eyewear and Rx. From leading ASTM F803 impact sports protective to innovative sun technology, our commitment to research and innovation is unrivaled. And you'll see that commitment in every product we make.
About Avaya
Avaya enables the mission critical, real-time communication applications of the world's most important operations. As the global leader in delivering superior communications experiences, Avaya provides the most complete portfolio of software and services for contact center and unified communications with integrated, secure networking- offered on premises, in the cloud, or a hybrid. Today's digital world requires some form of communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www.avaya.com.
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