Case Study: AVI-SPL Saves $70,000 With Zoom

For AVI-SPL, a global digital enablement solutions provider of cloud communications and audio-visual technology, helping businesses communicate and collaborate better is right in their wheelhouse.

It’s therefore no surprise that when it came time to move to a new contact centre vendor, they took their research very seriously.

With a contact centre team of 200 across seven countries, providing 24/7 support for over 26,000 service cases for their 3,000 unique customers, their analog customer care solution was lagging behind.

Challenges

A simple, integrated, cost-effective solution that would allow AVI-SPL to deliver meaningful customer support was essential.

As a partner to many communications providers, the team had a clear checklist of needed features: active customer switching, intelligent call routing, skills-based routing, audio and video recording, analytics, and ServiceNow integration.

Most importantly, AVI-SPL needed a trustworthy platform partner to ensure a smooth, global deployment.

“We were looking for a couple of things; first and foremost was a partner. With our previous platform, we felt we had a partner.

And as soon as we came on board, that partnership went away. So, whomever we selected as our next partner, we wanted a true partnership,” said Phil Caiazzo, AVI-SPL VP of Global Support Services.

Solution

After reviewing a list of CCaaS providers, AVI-SPL selected Zoom Contact Center as their new customer care platform.

The team was impressed by Zoom’s simple interface, agile innovation, and ability to meet both current and anticipated needs.

Together, AVI-SPL and Zoom planned a phased approach. Phase One would roll out the global deployment and meet initial requirements, while Phase Two would add future needs like email and SMS routing, automated and agent-based chat, self-service options, and more AI tools.

Once Zoom Contact Center was implemented, it simplified life for agents and supervisors. A single view of customer cases allowed agents to quickly assess and solve queries, while supervisors had live visibility into queues and access to recordings.

Zoom’s unified platform, which includes Zoom Phone and Zoom Meetings, kept everyone aligned in one portal.

The partnership between Zoom and AVI-SPL also streamlined implementation and reduced IT workload. Open communication between AVI-SPL and Zoom allowed engineering teams to resolve any challenges along the way.

The AVI-SPL team also benefited from tailored training by the Zoom-certified professional services and HR teams, ensuring agents were quickly up to speed.

Results

The adoption of Zoom Contact Center immediately streamlined processes and improved metrics for AVI-SPL’s global support team.

The video-enabled call feature helped resolve customer issues faster, with a 10% reduction in diagnosis and resolution time by allowing support teams to visually assess issues. This capability significantly improved call resolution and reduced customer frustration.

Since deploying Zoom Contact Center, AVI-SPL has seen faster call resolution, increased renewals, and a 5% rise in Net Promoter Score (NPS).

The simplicity of the platform, coupled with the positive user experience, has fueled AVI-SPL’s business growth. They’ve achieved over $70,000 in estimated annual savings by moving their support team to Zoom.

Having exceeded their expectations within the first six months, AVI-SPL is now moving into Phase Two.

This next phase includes introducing the Zoom Virtual Agent and testing advanced AI features to enrich the support team’s knowledge base. With continued growth and enhanced capabilities, AVI-SPL is positioned for further success.

This blog post has been re-published by kind permission of Zoom – View the Original Article

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