Case Study: dwell achieves 100% call response rate and improved adviser performance with Avaya IP Office Contact Center

Working Smarter with dwel

dwell, a UK contemporary furniture retailer with 30 stores and a growing online business, needed to replace an outdated contact center to improve response times, workforce management and training, enable call recording and IVR, and better connect the contact center with local stores as the business scales. Moving to a new distribution centre provided the opportunity to upgrade while minimizing disruption and leveraging existing systems.

dwell deployed Avaya IP Office Contact Center with SIP trunking and a dedicated leased line, gaining real‑time visibility via wallboards, call recording for coaching, and smoother store transfers. The result: monthly answer rates rose to 100% (above the 96% SLA), adviser performance and coaching improved, costs and transfers were reduced, and the platform now supports multichannel expansion and scalable growth.

dwell

Viv Livingstone

Customer Care Manager