Case Study: Avaya achieves higher customer satisfaction and lower costs with Smoke Customer Intelligence

Avaya - Customer Case Study

The customer, a major global mobile network operator, struggled with inefficiency and low customer satisfaction in its large Avaya contact center. With over 180 million subscribers, the operation was plagued by low first-call resolution rates, which forced customers to call back repeatedly and drove up operational costs through increased headcount and training. To understand the root causes of these service failures, the organization turned to the Eyerys Voice of the Customer platform from vendor Smoke Customer Intelligence.

Smoke Customer Intelligence implemented its Avaya-certified Eyerys solution, which used post-call SMS surveys to identify unresolved issues and an automated escalation system to route callbacks to agents with the correct skills. This allowed the company to directly address the causes of repeat calls. The vendor's platform also provided role-based reporting and real-time business intelligence, enabling targeted agent coaching. As a result, the mobile operator achieved an 8% increase in first-call resolution, a 13% improvement in customer satisfaction, and $4 million in operational cost savings, partly from an 18% reduction in contact center headcount.

Avaya