Case Study / HomeChoice www.homechoice.co.za avaya.com HomeChoice Chooses Avaya, Driving Double Digit Increase in Customer Satisfaction HomeChoice is the largest home shopping retailer in Southern Africa, selling homeware merchandise to the expanding urban middle-income mass market The company is intensely customer-focused and committed to delivering a high level of service and operational efficiency. Following years of continued growth and increasing contact volumes, it had become impossible for the organization to ensure continuous availability of the communication systems for its sales teams and 900 customer support agents. Outdated technology had created a significant gap between consumer needs and the experience that HomeChoice was able to deliver. Driven by the desire to

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