Case Study: Buy It Direct achieves faster responses, higher sales and improved efficiency with Avaya Contact Center Select and IP Office Server Edition

Buy It Direct Sees Performance Soar with Avaya Contact Center Select and IP Office Server Edition

Buy It Direct, one of the UK’s largest online retailers (Appliances Direct, Laptops Direct, Furniture123), handles more than a million inbound and outbound contacts a year, including about 150,000 webchats. Their legacy contact‑center platform was running out of capacity and left channels (phone, email, webchat) and CRM disconnected, causing duplicated work, slower response times and limits on scaling during peak periods.

Buy It Direct upgraded to Avaya Contact Center Select and IP Office Server Edition — reusing existing licenses and handsets to keep costs down — to enable skills‑based routing, CRM integration and a unified agent portal for voice, email, webchat and SMS. The result: shorter queues and fewer missed calls, measurable efficiency gains within 12–18 months, more sales and happier agents and customers (including 5,000+ SMS quick chats in month one) and a clear roadmap for further automation and optimization.

Buy It Direct

James Rigg

Sales and Customer Service Director