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Aetna is one of the nation's leading providers of health, dental, group, life, disability and long-term care benefits. When considering an upgrade to its communications system, the ability to serve customers in a consistent and superior way was at the top of the list for Aetna. Aetna Specialty Pharmacy sought a state-of-the-art solution, which would provide a Voice-over-IP Contact Center resulting in cost savings, while offering feature-rich applications. In keeping with the Aetna philosophy to provide a superior customer experience, Aetna Specialty Pharmacy chose an Avaya IP Telephony-based Contact Center to support its customer service operations. Reliability, ease-of-use and outstanding support by Avaya Global Services were reasons for the decision to implement the Avaya Contact Center Solution.
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