American Heart Association Works with Verint and Avaya to Enhance Contact Center Operations

• The Problem:
  
  : Given its high call volume and the seriousness of the subject matter, the American Heart Association strives to ensure that every inquiry is effectively addressed. This was made difficult by a system that recorded a minimal number of calls and a manual quality monitoring program that made agent evaluation complex and labor intensive. The Association sought a scalable, automated quality monitoring
  solution that would enable it to better measure agent performance and deliver excellent customer service.
  
  
  
• Solution:
  
  Verint® ULTRA™ integrated with Avaya Communications Manager
  
  
• Result:
  

  Working with Verint and Avaya, the American Heart Association is equipped to employ a comprehensive quality monitoring program. ULTRA enables the Association to capture all interactions and efficiently evaluate agents, while Avaya Communications Manager provides advanced reporting and workforce management capabilities. Together, these solutions have helped the American Heart Association improve the efficiency  and quality of its services.

  • Achieved goal of answering 80 percent of calls within 20 seconds
  • Automated the delivery of calls for evaluation to supervisor inboxes
  • Improved supervisor productivity by providing access to evaluation forms and synchronized audio and agent desktop activity from a single workspace
  • Increased visibility to contact center performance