Case Study: HomeChoice achieves double-digit increase in customer satisfaction with Avaya

HomeChoice Chooses Avaya, Driving Double Digit Increase in Customer Satisfaction

HomeChoice, the largest home-shopping retailer in Southern Africa, faced rising contact volumes and outdated, siloed communications that left its 900 agents struggling with frequent downtime (43 hours/year), long customer hold times, and poor agent utilization during peak campaigns. Multiple disparate systems made transfers and record lookups slow, hampering outbound campaigns and creating a disjointed multichannel customer experience.

HomeChoice deployed an Avaya unified, IP‑enabled contact center (Avaya Aura, Proactive Contact, Experience Portal and related tools) to consolidate channels, enable agent blending and virtualized disaster recovery. The result: zero contact‑center downtime, service levels up from 73% to >87%, customer satisfaction up ~11%, support costs down 18%, document handling efficiency +71%, inbound sales +4.1% and a 7% conversion of abandoned web baskets back into sales.

HomeChoice

Michael Lazarus

Information and Communication Technology (ICT) Manager