Liberty Sport – An IP Office Success Story

Liberty Sport’s legacy contact center was reaching the end of its time in the company’s technology stack orbit. While it had been suitable for years when the business was in its unmanned satellite phase, as the company grew, the contact center solution needed to support a heftier payload. The legacy solution did not integrate with new or existing systems, limiting the reporting that Liberty Sport could access. It also would not be able to handle more data that Liberty Sport wanted to use to improve its contact center performance, as well as the overall customer experience. Liberty  Sport needed a solution with more lift to handle its increasingly powerful launches.

Because the existing contact center solution could not integrate with new or existing systems or provide the reports Liberty Sport needed, the company was faced with two hard choices: upgrade to the next version from its existing vendor, or start from scratch. The company had given serious consideration to the next version of its existing contact center solution, as it provided some of the things needed to accommodate Liberty Sport’s growth. However, once Liberty Sport VP Robin Young saw a demo of what Avaya IP Office™ and Avaya IP Office™ Contact Center could do, she changed course.

 

 

The Challenges

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Integrating contact center with existing and future data storage and systems

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Generating detailed contact center reports

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Monitoring calls during training





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A Rapid Launch for Quality and Flexibility

We knew the company wanted to be online with Avaya IP Office as quickly as possible. Because Young frequently is out of the country, We worked with her over email to prepare the templates for necessary reports. Six weeks later, the system was ready for launch.





Becoming a More Efficient Organization

The reporting provided by Avaya IP Office Contact Center proved to be invaluable to Liberty Sport, to the tune of $100,000 to start. The company is able to identify its high-performing agents by noting how long it takes to resolve a customer query via phone – as well as low-performing agents to create performance improvement plans or determine that the agent isn’t going to work out well before the probationary period ends.

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About Liberty Sport

For nearly a century, Liberty Sport has been producing superior frames and lenses to handle the rigors of sport. Built to perform under demanding conditions, our products set the global standard for sports eyewear and Rx. From leading ASTM F803 impact sports protective to innovative sun technology, our commitment to research and innovation is unrivaled. And you’ll see that commitment in every product we make.





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