Israel’s Social Security Administration Doubles Customer Service Capability, Enables Remote Work for 700 Agents with Avaya ...
March 03 2021 - 8:00AM
Business Wire
Avaya enables the Administration’s response to
COVID-19, implementing remote work and successfully managing a 100%
increase in inbound inquiries
Avaya (NYSE: AVYA), a global leader in solutions to enhance and
simplify communications and collaboration, has enabled Israel's
Social Security Administration to successfully adopt remote work
capabilities, expand contact center operations, and double the
number of calls handled by its agents with Avaya OneCloud contact
center.
Israel's Social Security Administration runs service centers at
four locations across the country, which operate seven days a week
and provide information in three languages. COVID-19 put the
Administration hotline in an unprecedented position, as it needed
to rapidly introduce a remote work strategy while managing a
dramatic increase in inbound calls of approximately 220,000
inquiries a day.
To manage this surge without compromising customer experience,
the agency required a platform that would streamline contact center
processes and support the 700 service representatives working
across its sites.
The Administration selected the Avaya OneCloud Contact Center
platform with support from communications systems integrator and
leading Avaya partner, ITNAVPro, which led the implementation. The
secure, cloud-based Avaya platform provides the Administration with
new automated features, including self-service, routing, agent
tools, as well as workforce engagement capabilities and analytics,
all of which were seamlessly integrated into its contact
centers.
Since deploying the platform and expanding its existing Avaya
collaboration and communications infrastructure, ISSA agents are
now able to handle hundreds of thousands of enquiries each month,
with 30 percent of these opting for self-service options now
possible with Avaya.
In addition to helping the Administration quickly and easily
transition hundreds of agents to work from anywhere after mandatory
lockdowns and closures of physical offices, they were able to
extend operating hours. Agents are also taking advantage of Avaya’s
advanced analytics algorithm which advises them on optimal call
back hours, including outside typical busy periods.
Additional features that are driving efficiency gains across the
Social Security Administration contact centers include: automatic
voice response with independent services tailored around demand; a
call-back function that performs 30,000 call-backs per day, helping
reduce wait times; automated updates on place-in-queue to keep
callers informed; integration with digital channels, including a
service option via Facebook Messenger chat; call recording and
more.
"The COVID-19 crisis created congestion in the Social Security
Administration customer service centers, which people rely on to
provide comprehensive responses to issues relevant to the crisis,
such as unemployment benefits, grant payments and more,” said Yair
Arieli, VP of Marketing, Sales and Business Development at
ITNAVPro. "Avaya solutions have made it possible to effectively
manage the volumes that come to service representatives and enable
them to provide exceptional customer experience.”
“Israel's Social Security Administration is responsible for
helping millions across the country access essential services and
information, a need that has dramatically increased in the face of
the pandemic,” said Rafi Shkolnik, Avaya Israel. “The addition of
flexible and secure cloud-based contact center capabilities has
introduced new capabilities enabling the Administration to respond
rapidly, while modernizing its contact centers throughout Israel
for the long term.”
About Avaya
Businesses are built by the experiences they provide, and
everyday millions of those experiences are delivered by Avaya
Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the
future of work, with innovation and partnerships that deliver
game-changing business benefits. Our cloud communications solutions
and multi-cloud application ecosystem power personalized,
intelligent, and effortless customer and employee experiences to
help achieve strategic ambitions and desired outcomes. Together, we
are committed to help grow your business by delivering Experiences
that Matter. Learn more at http://www.avaya.com
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Source: Avaya Newsroom
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Media Inquiries: Alex Alias alalias@avaya.com
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