Standard Focus Contact Centre Enhances Operations with Avaya Omnichannel Solutions

In a notable transformation, Nigel Mansfield, the Contact Centre Strategic Lead at Standard Focus, shared insights at Avaya ENGAGE on how strategic enhancements led to the revitalisation of the company’s contact centre operations. Mansfield took charge at the Asia-based business process outsourcing financial organisation, aiming to evolve its contact centre from a disjointed setup to a unified, omnichannel platform.

Initially, Standard Focus faced significant challenges, including rapid business growth and an inability to manage customer interactions effectively. Customer contacts were handled inefficiently with diverse media types and outdated technologies.

To address these issues, Standard Focus underwent an extensive 18-month RFP process, ultimately selecting Avaya for its superior omnichannel capabilities. The implementation led to the adoption of Enterprise Web Chat on the Avaya AACC platform, achieving substantial efficiency in handling high volumes of customer interactions, particularly via chat which accounts for 75% of their contacts. This transformation resulted in a reduction of operating costs by £18 million annually.

Further advancements included the migration to Avaya’s AXP platform. The move to a cloud-based infrastructure offered significant stability and enhanced integration, particularly benefiting the company’s AI programs. These AI initiatives have allowed Standard Focus to automate and streamline customer interactions, drastically reducing response times from hours to seconds.

Mansfield emphasized the ongoing pursuit of technological innovation and highlighted upcoming projects integrating AI for deeper customer analysis and improved service segmentation. These developments position Standard Focus at the forefront of leveraging advanced technology to enhance customer experience and operational efficiency.