It was likely a very sobering moment when unified communications provider Avaya—a company that provides tools to improve customer service for its customers—learned that its own Net Promoter Score (NPS), a loyalty measure of a company’s customer relationships, had dipped into the low 20s.
But during the course of a three-year plan that saw the company shift from a hardware-based model to a cloud services model, Avaya transformed itself into a customer-centric organization that could provide its employees and partners with 360-degree views of customers. What was once a very disjointed, manual process that involved asking users to navigate multiple different back-end systems from different business units in order to provide proper customer service, has become an integrated process that unites legacy apps, new cloud apps, and third-party apps.
Two key elements of the transformation were the construction of a Java-based engagement platform called Breeze and the launch of a partner technology called the Partner Portal. Breeze is a collaboration platform that creates workflows to install, configure, and manage Avaya’s customer and team engagement solutions. It also gives customers, employees, and partners the ability to custom-build their own solutions on top of it, according to how they engage their customers.
Partner Portal enables partners who sell Avaya solutions to manage their customer accounts and services, and find new opportunities to sell more. Partner Portal utilizes Oracle technology to streamline the configuration, pricing, and ordering experience. This has resulted in shortening quote-to-cash cycle times from months to days—and in some cases, to minutes—saving the company and its partners millions of dollars in operational efficiency.
Oracle Integration Cloud Service and Oracle Java Cloud Service function as vessels that seamlessly transport data between different parts of the business. Oracle Integration Cloud Service connects information between Avaya’s internal on-premises systems and its cloud systems. Oracle Java Cloud Service provides standardized, upgradable extensions to Avaya’s third-party applications—enabling, for example, the team to build code that links the Avaya Breeze Platform with Oracle Sales Cloud.
Click here to learn more about Avaya’s Customer 360 platform and how it plans to reach its goal of increasing its NPS score to gold-standard levels in the 60s and 70s.