Case Study / Canon Financial Services www.cfs.canon.com avaya.com Self-Service is ‘Golden’ at Canon Financial Services Contact Center Doubles Its Golden Metric— Inquiries Fully Served Every day, Canon Financial Services (CFS) fields hundreds of inquiries from customers and dealers related to leasing its copiers, printers, high-end cameras and medical equipment. For many, it’s their primary impression of CFS. “Our agents are the face of the business,” explained Don Bryson, Sr. Director, IT. “More than anyone, they deal directly with our customers. Optimizing that experience is critical.” That’s why Bryson and his team relentlessly pursue an ever-better experience for customers and agents. 12 © 2019 Avaya Inc. All Rights Reserved. Avaya IX: An ‘Overwhelming Success’ For nearly a d

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