At a glance Industry Utilities: energy and home-based services provider Customer 6,500 employees 1,100 agent employees, 1,000+ outsourced agents Retail provider of electricity and natural gas Home services provider: electricians, plumbing, home warranty and more Challenges Resolve customer issues within one call Replace outdated, under-performing technology Identify customers to provide a match to agents Record calls for compliance Solution Windstream Enterprise CCaaS, powered by Avaya Results Increased first call resolution Call center consolidation and productivity Savings of $2 million/year A platform that can be leveraged and configured across multiple business units Who’s calling, please? For two years, the company tried to address several key challenges to transform how they in

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