Vectra S.A. Transforms Customer Experience with Avaya

Avaya announced that Vectra S.A, one of Poland’s largest multimedia companies, has implemented Avaya’s customer engagement solutions to transform the customer experience for nearly one million subscribers. By deploying Avaya’s omnichannel contact center solution, Vectra can deliver a seamless and consistent experience to its subscribers, enhance service quality levels and optimize the efficiency levels of its team.

Quality of customer experience is a key competitive differentiator for telecommunications providers. Vectra required a solution that integrated all aspects of the customer service experience, including the ability to proactively reach customers for sales and service opportunities, and handling inbound inquiries and requests. This meant an omnichannel communications solution that could support customers’ preferred channels – including voice, email, chat and social media in both self and assisted service. The solution also needed to integrate with other business applications, and provide real-time and historical visibility into contact center operations, enabling workers to be better informed and more efficient.

To achieve its vision, Vectra selected Sprint SA, an Avaya channel partner. Sprint and Avaya worked closely with Vectra to develop a deep understanding of the company’s needs before commencing the implementation, with Avaya consultants analyzing the main processes that interact with the contact center. By understanding Vectra’s existing customer service landscape and its near and longer-term goals and objectives, Avaya and Sprint consultants designed a solution to deliver an optimum customer experience that provides an unmatched competitive advantage.

The new contact center also provides the flexibility to add new technologies and grow as needs evolve. The entire operation is now supported by a unified reporting environment, enabling faster decision making, while workforce optimization components allow Vectra to monitor service quality and deploy staff resources according to traffic and workforce intensity.

“For Vectra, the most important goal of the project was to meet all the requirements defined by the business – and we succeeded. Avaya and Sprint had the technologies and expertise we needed to make customer service a cornerstone of our competitive strategy. We have the flexibility to bring on new capabilities according to emerging needs, such as speech analytics and other applications that allow deeper insight into our customers’ experience.” Marcin Zwierzchowski, IT Director Vectra

“In a competitive communications industry, market leaders like Vectra need to deliver differentiated customer experiences to stand out from their rivals. By working closely with Vectra from the very beginning of this project, we were able to gain deep insight into their business needs and ensure that we were able to meet them, helping Vectra to create the outstanding experiences that will inspire loyalty in their subscribers. We are not just a technology supplier, we are a trusted partner and we look forward to continuing to work with Vectra in the coming years.”Artur Chmielewski, managing director, Avaya Poland