Zoom Contact Center Customer Story: AVI SPL

AVI SPL’s contact center team of 200 spread across seven countries, providing 24/7 support for over 26,000 service cases for their 3,000 unique customers was struggling with their analog customer care tool. After review multiple CCaaS providers, they chose Zoom Contact Center and in the process realized $70K+ in cost savings.

Because many of the AVI SPL agents already used Zoom Phone and Zoom Meetings, they were familiar with the interface and now have one integrated contact center portal. Agents got up and running and quickly saw results. Their team was able to improve NPS by 5% and now having video capabilities native in the solution helped their team see a 10% reduction in their resolution time.

AVI SPL already is seeing success with ZCC and this is only Phase One. They are currently in Phase 2 of their implementation where they are rolling out ZVA as well as features for ZCC to continue improving agent productivity such as email routing, SMS messaging, automated and agent-based chat, self-service, and the incorporation of more AI-powered tools! 👀

📖 Read the full story on AVI SPL's journey with Zoom here