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Vail Resorts Is Expanding Its Personalized Customer Service Capabilities Through Multi-Channel Communications Enabled by Avaya Interaction Center

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Executive Summary

Vail Resorts takes an extremely proactive approach to establishing a state-of-the-art contact center and online reservations service, to meet the expectations of their customers and provide the personalized experience they value. The initial challenges were to simplify prompting choices for incoming calls and to streamline routing of calls to appropriate agents. The company wanted to consolidate the communications system to leverage contact center functionality across most of their customer service facilities. Vail runs Avaya Communication Manager and Interaction Center 7.1 with three Avaya S?Series Media Servers and an Avaya G700 Gateway. They utilize Avaya Call Management System (CMS) and Avaya INTUITY AUDIX Voice Messaging. Avaya Interaction Center implementations were performed by Avaya Professional Services, with subsequent support from Avaya Global Services.

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