Case Study: Liberty Sport achieves $100,000 in savings and boosts contact center performance with Avaya IP Office

Liberty Sport Shoots for the Moon with Avaya IP Office

Liberty Sport, a long-established maker of performance and protective eyewear whose technology was even chosen for a NASA moon mission, was outgrowing its legacy contact center. The existing system couldn’t integrate with new or existing data sources, offered limited reporting and monitoring, and lacked the scalability and remote-work support Liberty Sport needed to improve customer service and prepare for future features like IVR.

Liberty Sport replaced the old system with Avaya IP Office, Avaya IP Office Contact Center, Avaya one-X Mobile and Avaya IP 9600 phones, deploying the solution in six weeks. The new platform improved remote resiliency and voice quality, enabled comprehensive reporting that yielded roughly $100,000 in value, helped identify and coach top and low performers, optimized staffing and shifts, and set the company up for increased sales and future IVR routing.

Liberty Sport

Robin Young

Vice President