Case study

Operationalising customer feedback within an Avaya contact centre helped improve customer experience and drive down costs.

Eyerys is the only omni-channel feedback solution that is Avaya DevConnect certified and so its implementation was easy and effective for the leaders looking to make a real impact through Avaya Contact Centre Surveys.

As one of the biggest global Mobile networks, our client operates a large Avaya contact centre, that was plagued with repeat calls and escalating costs associated with call volumes. Through the integration of our certified Avaya VOC programme the organisation was able to understand the causes of repeat calls and action change.

Operationalising customer feedback within an Avaya contact centre helped improve customer experience and drive down costs.

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