Financial services company Primerica, Inc. has chosen to implement Avaya’s (News - Alert) Customer Experience Interaction Management solution, a full-service contact center platform, at its new headquarters. Primerica , based in Duluth, Georgia, is a marketing company that sells financial products and services using a hybrid model of direct selling, franchising and distribution
Primerica says it plans to deploy new customer service capacities to serve both direct customers and its 90,000 independent representatives to drive service through both self and assisted service. Customers and agents will be able to use virtually any channel, voice, video, e-mail, text, IM or mobile and through the application of routing technologies.
With the Avaya solution, Primerica will be able to allow customers to escalate from self-service to assisted service when they need more help, without closing out of a session and starting over: a frequent source of customer annoyance that causes lags in customer satisfaction rates and can damage first-call resolution.
Information captured during the self-service part of the interaction will be carried forward as the interaction proceeds from one mode of communication to the next. Contact center workforce management, monitoring and reporting capacities will enable Primerica to optimize operations and staff through more accurate forecasting, more training and real-time management tools.
The company will also use Avaya's real-time collaboration systems to connect its new headquarters in Duluth, Georgia and eight other locations in a centralized, private-cloud, configuration. Services and applications such as voice, video, messaging and conferencing will be delivered to employees over the company's private cloud.