AVI-SPL generates more business for less with Zoom

For AVI-SPL, a global digital enablement solutions provider of cloud communications and audio-visual technology, helping businesses communicate and collaborate better is right in their wheelhouse. It’s therefore no surprise that when it came time to move to a new contact center vendor, they took their research very seriously. With a contact center team of 200 across seven countries, providing 24/7 support for over 26,000 service cases for their 3,000 unique customers, their analog customer care solution was lagging behind. 

A simple, integrated, cost-effective solution that would allow the team to deliver meaningful customer support was vital for AVI-SPL. As a partner to many communications providers, the team knew how to pull together an exacting checklist of feature needs. These included active customer switching, intelligent call routing, skills-based routing, audio and video recording, analytics, and integrations with ServiceNow. Above all, AVI-SPL needed a trustworthy platform partnership to help them pull off a stress-free global deployment of their chosen contact center solution.

“We were looking for a couple of things; first and foremost was a partner. With our previous platform, we felt we had a partner. And as soon as we came on board, that partnership went away. So, whomever we selected as our next partner, we wanted a true partnership,” said Phil Caiazzo, AVI-SPL VP of Global Support Services.

A trusted partner today for a successful tomorrow

After reviewing an extensive list of CCaaS providers, the AVI-SPL team chose Zoom Contact Center as its new customer care platform. 

The team was impressed with the simplicity of Zoom’s current interface and feature set, as well as the team’s agility and fast-moving innovation strategy. This instilled confidence that Zoom was the right partner to meet their current requirements and was well-equipped to anticipate AVI-SPL’s future needs. 

Moving to a new contact center solution was a big move, so the teams worked together to plan a phased approach. Phase One would involve the initial global roll-out and checking the boxes on the initial requirement list. Phase Two would incorporate the team’s future needs, such as email routing, SMS messaging, automated and agent-based chat, self-service, and the incorporation of more AI-powered tools.

Easy for agents, supervisors, and IT

Once implemented, Zoom Contact Center immediately made life simpler for agents and supervisors. With one platform and a single view of customer cases, agents could find, assess, and solve customer queries quickly and easily. Supervisors also felt more in control with live views of call queues, agent statuses, and access to call recordings. And because the teams use Zoom Phone and Zoom Meetings, it’s been easy for everyone to stay in the loop in one integrated contact center portal.

The Zoom x AVI-SPL partnership also helped streamline implementation and eliminate headaches for IT and engineering. AVI-SPL enlisted its Zoom-certified professional services team to work with the AVI-SPL global support team to understand their needs first. From there, the engineering team collaborated with Zoom to develop a systematic approach to platform installation. Of course, the fact that the AVI-SPL were already Zoom platform experts helped the process, but having open communication channels kept things moving and cleared up any challenges along the way. 

“If anything didn’t match up with the Zoom configuration notes, we could call our Zoom contact. Their response was just really wonderful,” – an AVI-SPL Collaboration Solutions Engineer said. 

Plus, the training provided by the AVI-SPL Zoom certified professional services team alongside the HR team helped ensure that agents got up to speed fast.

Faster call resolution with more flexibility 

Since AVI-SPL adopted Zoom Contact Center, their global support team has streamlined processes and significantly improved their metrics.

Another feature that has helped the team get to the root of a customer query and solve their issues quickly is the video-enabled feature.

“Moving to a video-enabled call has reduced time by 10% on diagnosing and solving issues because our support teams can see what’s going on. That leads to a quick call resolution and eliminates customer frustration.” – Derrick Kelly, AVI-SPL VP of Solutions Enablement

Not only is the AVI-SPL team seeing faster call resolution and an increase in renewals, but they’ve also identified a 5% increase in Net Promoter Score (NPS) points. This welcome development is something they attribute to the increased capabilities and improved workflows they’ve experienced since implementing Zoom Contact Center.

More growth, less expenses 

Due to the simplicity and improved user experience that Zoom Contact Center provides, AVI-SPL is continuing to grow its business. As they pick up the pace on customer contract renewals, they benefit from an estimated $70,000+ in annual savings by moving their support team to Zoom Contact Center.

A future-ready customer support team

Having surpassed their expectations in the first six months of deploying Zoom Contact Center with their global support team, AVI-SPL is currently moving into Phase Two of the partnership. In addition to introducing Zoom Virtual Agent, they will deploy and test some of Zoom’s advanced AI features to enhance their support agent’s knowledge base. It’s an exciting time for all involved.