Avaya Communications, Inc. is a global provider of telecommunications solutions with more than $5 billion in revenue and 19,000 employees. More than one million businesses worldwide, including more than 90 percent of the Fortune 500, use Avaya solutions.
CHALLENGE
Avaya leads its industry in customer service satisfaction. However, this comes at a high cost through a large workforce in the call center. The Global Ticketing Program is intended to provide the same level of service while providing world-class self-service capabilities and deflecting the majority of calls to agents. For calls that do go to agents, the new system needed to enable agents to more effectively serve end users by efficiently identifying the customer, the installed base and the entitlement information. The environmental complexity encompassed several legacy ticketing systems that needed to be consolidated and over a dozen integration points into back-office systems.
Avaya selected Perficient for our best practices experience in CRM and telecommunications. In addition, Perficient brought the technology and implementation skills to develop and deploy the solution incrementally.
SOLUTION DEPLOYED
With Perficient’s support, Avaya investigated multiple technology platforms at the start of the initiative. The final decision came down to Oracle/Siebel and SAP CRM with the maturity of the Siebel platform being the key discriminator. The solution is based on an Oracle-Siebel platform using the call center for internal agents and eService for self-service capabilities. The middleware is Oracle/ALSB with Oracle/WLP for the enterprise portal. Perficient faced strong competition to be awarded a multiphase implementation contract to design, build and deploy the global solution.
The team successfully executed an incremental implementation methodology using three-week iterations, each with a customer demonstration of working functionality. These demos provide concrete evidence of progress, and the buy-in of customer stakeholders as the solution is developed.
The global delivery team was a 50/50 blend of 70 on-shore and off-shore Perficient resources covering delivery management, business analysis, configuration, integration, testing, system administration and environmental release management.
BUSINESS VALUE DELIVERED
- Deflection of calls through self-service
- Faster time to resolution
- Immediate push of service requests to agents with skills to solve the problem
- Consistent look and feel of the agent cockpit environment
- Agent and management trust in the application and data
- 37% project cost savings by leveraging Perficient’s China Global Delivery Center and agile development methodology