UAE Business: Florius uses Avaya technology to transform customer experience – Gulf Digital News

UAE Business: Florius uses Avaya technology to transform customer experience – Gulf Digital News

Florius, a leading, Netherlands-based mortgage lender, has used Avaya technology to significantly enhance the customer experience while simultaneously enabling its contact centre agents to adapt to a hybrid work environment.

The Automated Quality Management capabilities of Avaya OneCloud, integrated with Florius business applications, has empowered remote employees with digital tools to raise the quality of all customer interactions through advanced, real-time speech analytics, said a statement.

“The customer journey is very important to us,” said Seif Alhamrany, head of the Advisory Team at Florius. “We are committed to a fast turnaround for mortgage applications, so we need to put the customer in the center, have fast access to as much information as possible, and automate processes as much as possible.”

Changed workloads during the pandemic forced Florius to quickly adapt to a hybrid work scenario. By the same token, direct insight into the changed contact behaviour of customers became essential during this time of uncertainty. “We need to adapt very fast to provide our customers with the best service and also to provide our employees with the best solutions” said Deliane Schimmel, Managing Director, Advisory & Service, Florius.

Using Avaya solution, Florius was able to remotely introduce AI-powerd speech analytics and quality management tools,