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January 30, 2019, Florence, S.C. - ACS Technologies®, the world’s leading provider of church management software and service solutions, was named the 2019 recipient of the Emerging Technologies Award from Avaya (NYSE: AVYA), a global leader in solutions to enhance and simplify communications and collaboration, and the International Avaya Users Group.
Chosen for their implementation of Avaya IX Digital Contact Center to improve customer service, build loyalty, and grow operational excellence, ACS Technologies uses the new solution to offer a higher level of customer service and provide the best experience for the callers.
“We have been working to transform the way we support our customers by implementing Avaya IX Mobility and Avaya Oceana in the call center,” said Dustin Fails, Network Telecommunications Administrator, ACS Technologies. “With these technologies, we are able to distinguish ourselves in the way we support our customers and ensure we’re offering the best-in-class support for our clients. We are honored to be recognized for our efforts to put our customers first and provide them with the high-quality support they deserve.”
ACS Technologies’ goal is to provide outstanding support to all clients and to enhance the customer experience by implementing the best solutions available.
“I've had plenty of experience with using software support centers, and based on my experience, I can confidently say that ACS Technologies is miles beyond the competition,” said Liann Lyons, New Hope Community Church, ACS Technologies client. “It is clear that this company takes great pride in this providing this service. It truly is a breath of fresh air.”
Introduced to the ACS Technologies call center in November 2018, Avaya IX Mobility is designed to identify when an incoming call originates from a mobile device, provide information on the caller to the contact center, and enable the use of a mobile application or mobile browser for a digital customer service experience. The ACS Technologies call center uses this technology and the information provided to reduce wait time and connect callers with the most qualified support representative to have their questions answered quicker.
“With the Avaya IX Digital Contact Center platform coupled with Avaya IX Mobility, ACS Technologies is able to offer a higher level of customer service,” said Lisa Newell, Support Systems Integration Analyst, ACS Technologies. “Matching customers with the most qualified agent to solve their problem the first time allows them to interact on the channel they choose provides a better experience for the customer.”
ACS Technologies was the first company to implement the solution with the goal of using the new technology to best serve each caller.
“Avaya IX Mobility offers us the opportunity for not only cost savings, but the ability to transform our customer service from ‘speed to answer’ to ‘time to resolve’ for each of our customers’ needs,” Fails said.
Founded in 1978, ACS Technologies® is the leading provider of information management software and service solutions to nearly 50,000 churches, schools, and organizational offices. With brands such as Realm®, ACS™, PDS™, and HeadMaster™, ACS Technologies enables churches and schools to manage every vital area of their ministry from finances to relationships, from events and groups to giving and serving. Whether online, desktop, or mobile, the passion that drives ACS Technologies is maximizing technology's value for ministry. ACS Technologies is a privately held company headquartered in Florence, South Carolina, with offices in Greenville, SC and Phoenix, AZ.
Businesses are built on the experiences they provide, and every day millions of those experiences are built by Avaya (NYSE:AVYA). For over 100 years, Avaya has enabled organizations around the globe to win – by creating intelligent communications experiences for customers and employees. Avaya builds open, converged and innovative solutions to enhance and simplify communications and collaboration – in the cloud, on-premise or a hybrid of both. To grow clients’ businesses, they’re committed to innovation, partnership, and a relentless focus on what’s next. They’re the technology company trusted to help deliver Experiences that Matter. Learn more at www.avaya.com.