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Avaya Receives "Best Use of an Emerging Channel" Accolade from ICMI Global Contact Center Award

May 25, 2015 | Telepresence Options


  • Avaya Global Support Services recognized for its omni-channel support program, including automated chat, talk, voice and video
  • Employee-driven program featuring Avaya developed technology leads to quicker issue resolution and rising CSAT scores

Santa Clara, Calif. - May 21, 2015 - Avaya today announced that it won "Best Use of an Emerging Channel" award for its Global Support Services' use of omni-channel support, including Automated Chat (Ava), Talk, Voice and Video, from the ICMI Global Contact Center Awards Program, the most comprehensive awards program dedicated to the customer management industry.

Click to Tweet: @Avaya Global Support Services Receives "Best Use of an Emerging Channel" Award from ICMI #cctr

Avaya was recognized for its three-year implementation of a comprehensive omni-channel support ecosystem. Web access to traditional Support Request support models is integrated with a virtual assistant, chat, web based VoIP and leading-edge video experience with full inter-channel continuity that provides one comprehensive experience for all support needs. Behind this tool is the ability for agents to work from any channel, and for workflow and resource management to support all channels, processes, and operational conditioning for web, including swarming capabilities.

In 2012, Avaya's award-wining program was conceptualized, designed and driven by the Global Support Services organization with strong support from executive leadership, IT, Corporate Strategy and others integral to delivering results.

The results of the program have been stellar:

  • 85% of customers use the web to initiate their personalized service experience
  • 73% reduction in phone call volume since Q4 2010
  • 46,000+ resolutions found each month without an agent
  • 85% of issues identified via chats resolved within one hour

"We are very proud to be recognized by ICMI for the Best Use of an Emerging Channel within our Global Support Services organization," said Mike Runda, senior vice president and president of Avaya Client Services. "I'd like to thank our customers who trust us to support their mission-critical communications and our employees who deliver amazing omni-channel support every day. We look forward to seeing our CSAT scores this summer after we launch our omni-channel capabilities to our mobile app, allowing customers to chat, talk or video with an Avaya agent using their mobile device."

Submissions were judged by an ICMI committee of industry experts from all facets of contact center operations - including specialists in technology, training and people management, workforce and resource management, and quality. Entries were scored on how candidate contact centers and professionals embrace and embody ICMI's principles of effective contact center management whether they create a positive work culture and a climate that fosters personal growth, and their track record for establishing and attaining challenging goals within their organization.

ICMI Global Contact Center Awards

The ICMI Global Contact Center Awards Program is the most comprehensive awards program dedicated to the customer management industry. They are designed to honor and recognize the companies, contact centers and individuals that provide a platform for leadership, vision, innovation and strategic accomplishments for the industry. For over 10 years, ICMI, the leading global provider of comprehensive resources for customer management professionals has organized and managed this awards program.

About ICMI
The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. ICMI is a part of UBM plc (, a global events-led marketing services and communications company.

ICMI is a part of UBM (, a global live media and B2B communications, marketing service and data provider.

About Avaya
Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Environment enables third parties to create and customize business applications for competitive advantage. Avaya's fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information please visit

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