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Genworth Financial Realizes Substantial Cost Savings, Operational Efficiencies, and Customer Service Enhancements Through Home Agent Solutions Enabled by Avaya Intelligent Communications

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Executive Summary

Genworth Financial, Inc., is a global company with over 15 million customers. In order to provide prompt, high-quality customer service they require a large staff of financial specialists. They needed a communications solution that would enable them to eliminate geographical barriers so they could hire and deploy agents from a nationwide pool of talent, rather than being limited to specific geographical areas. The company has deployed a multi-location contact center solution that leverages the Avaya Flatten-Consolidate-Extend model. Their solution includes Avaya Communication Manager and Avaya Call Center, Avaya S-Series Servers, Avaya Media Gateways, Octel 250 Aria Systems, Modular Messaging with Speech Access, Interactive Response (IVR), NICE Call Recording, Business Advocate, and mobility capabilities.

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