Case Study: Leading Home Appliance Manufacturing Company achieves 30‑second faster email handling and 6.5 hours/day agent time savings with Avaya Oceana

Home Appliance Manufacturer Saves Time and Improves Processes with Avaya

A leading home appliance manufacturer was struggling with inefficient handling of voice and email contacts because their CRM wasn’t integrated with the contact center. Agents had to manually open and search the CRM and self-select work, which increased handling time and prevented the CRM from serving as the single source of customer truth.

The company deployed an Avaya Oceana solution on the Avaya Breeze platform to tightly integrate email details and customer data into a unified CRM desktop and to enable attribute-based routing. The change cut handling time by about 30 seconds per email across ~800 daily emails—saving more than 6.5 work hours per day—freeing agents for other work and improving routing efficiency and customer satisfaction.