UTDi Successfully Implements Avaya Solution for SBA

PROJECT BACKGROUND

The Small Business Association (SBA) Disaster Assistance Customer Service Center saw a drastic increase in demand as a result of hurricane Katrina. The SBA lacked effective multi-channel communication and the ability to route calls according to skills sets. The organization also managed multiple data capture points that created inconsistent reporting.

PROJECT OBJECTIVE

	To implement a future-proof telecommunications solution
	To achieve full automation in reporting and accurate forecasting
	Effective call routing and call recording according to skill sets within the contact center

PROJECT SCOPE

The SBA looked to the proven expertise of UTDi solution architects and engineers to deliver the powerful Avaya Contact Center Express, including the Avaya Callmaster® V Digital Voice Terminal and Avaya 2420 digital telephones. UTDi’s team of systems design staff and certified technicians studied the SBA environment to identify business-critical needs and implement the right Avaya solution to drive efficiency and achieve set performance measures.

UNIQUE PROJECT ELEMENTS

SBA now has the ability to quickly expand its customer service center in the event of a disaster as well as hire temporary employees that can be immediately trained to serve an expanded clientele. UTDi’s extensive services team delivered skills-based routing, full and automatic reporting on all contact center functions and performance and a new interactive voice response (IVR) system to promote self-service. UTDi’s professional services teams work continually with SBA to monitor consistent performance and ensure 100% service delivery.