Date: October 21, 2015

Author: Joey Fister - Avaya,
Dale Gundy - Avaya


 Enabling a proactive support experience is a key trend in the industry, and customers are not only willing to pay for it, but demand that level of service. As practitioners of customer success, TSIA members know that automated proactive services cannot only provide better customer experience, but also reduce costs by preventing outages. In this session, Avaya will share how they’ve identified and responded to opportunities to provide proactive services. The presentation will include issue identification, approach to resolution, implementation, and results from several use cases.

Applicable Disciplines:
Support Services,Customer Success

Growing Customers, Services Transformation, Customer Success, B4B, Business Outcomes

Functional Areas:
Operations,Service Delivery,Strategy