GCI Strengthens Service and Gains More Than $5 Million in Benefits With Avaya Interaction Suite
 

When Alaska communications company GCI wanted to bolster customer technical support to become a best-in-class experience, its first goal was to discontinue a costly outsourced customer technical support operation based in the lower 48 states, and bring that support in house and up north—to Alaska.

The Business Challenge

To achieve GCI’s goals, it wouldn’t be easy. The new contact center solution would have to integrate billing and other customer information from a variety of incompatible data sources and deliver it quickly to customer-serving GCI agents. It would have to offer multiple ways for GCI customers to contact and communicate with GCI regarding their technical issues. Finally, the solution would need to be flexible enough to grow with GCI’s rapid addition of new communications services.

The Solution

Today, thanks to Avaya Interaction Center solution and Avaya Communication Manager, GCI customers receive stellar service and support from fellow Alaskans. Responsiveness to customers has improved by 12 percent, and increased agent productivity has delivered savings worth $5 million over a fiveyear period for GCI. And now, the customer service revolution that began with GCI’s Internet operation is expanding to encompass the company’s cable, local access and long distance operations.

“Once we were able to in-source tech support with the Avaya contact center solution, we immediately saw the savings. We quickly repaid our business case investment.”

— Manuel Hernandez, Integrated Customer Support Manager.

By helping the company reduce costs, strengthen sales and provide the kind of service its customers expect, GCI’s investment in the Avaya Contact Center solution is delivering a payoff that would make any Alaska miner jealous.

To find out how CTI can provide Avaya solutions for your particular business challenges, call us at 1-888-477-4CTI.

CTI will even provide a free ROI (Return on Investment) analysis based upon your individual needs.

Goal Differentiate GCI by providing a consistent, best-in-class customer service experience while improving productivity and reducing costs in its technical support contact center. Solution * Avaya Customer Interaction Suite * Avaya Communication Manager on DEFINITY® Server SI * Avaya Interaction Center * Avaya Operational Analyst * Avaya Global Services Comprehensive Support Plan Results Increased annualized revenue to $423K (125% of objective). Improved agent productivity with a 50% reduction in cost per customer. Increased customer satisfaction to 90% satisfaction rating.