The focus on delivering excellent customer an experience has never been greater in every industry. We know now, better than ever that customers make decisions about who to purchase from based on the experiences brands can offer. For financial services teams, staying ahead of the competition requires fast, efficient, and secure service delivery.
Of course, before companies can have any chance of delivering sensational customer experiences, they first need to ensure they’ve implemented the right tools for great employee experiences. The more empowered, unified, and informed staff members are, the more equipped they’ll be to deliver the service customers deserve.
To stay ahead of the curve with CX, enhance digital transformation, and unlock new levels of collaboration, the InspereX fintech firm turned to Avaya Cloud Office, powered by RingCentral. Here’s what happened when Avaya and InspereX worked together.
Paving the Way for Digital Transformation
As a fintech innovator, InspereX wants to reduce the barriers investors and issuers face when accessing the potential of fixed income markets, as well as market-linked securities. The organisation provides access to various investments across asset classes, price transparency with cloud-native technology, and leading education initiatives.
Part of staying ahead of the curve in a rapidly evolving fintech market for InspereX is ensuring team members can collaborate and communicate as effectively as possible. When InspereX was designed to make a push to the cloud to boost mobility and flexibility, it turned to the reliability and power of the Avaya ecosystem and RingCentral cloud technology.
Before embracing Avaya Cloud Office, InspereX relied on an on-premises system that required remote access points to be manually established for employees throughout the ecosystem. This consumed significant operational expenses and reduced productivity. Avaya Cloud Office provided the team’s flexibility to thrive in the modern world.
Embracing Flexible, Mobile-First Communications
Before switching to Avaya, InspereX assessed several different providers, but prioritised technology from Avaya, as they were already Avaya on-premises customers. This was when the company discovered the Avaya Cloud Office by RingCentral offering.
The solution, offered as part of Avaya’s OneCloud portfolio of UCaaS options, allowed people to use UCaaS technology wherever they were. According to Sergio Soto, the IT Infrastructure Manager for InspereX, the company was particularly impressed by the ability of team members to use Avaya Cloud Office on softphones, mobile phones, tablets, and more.
No longer being tethered to a specific piece of hardware was a significant boon for InspereX’s team members. The company also liked working with RingCentral, thanks to the company’s position as a leading cloud-based phone system provider for several years.
Working with Avaya and RingCentral technology together meant InspereX could access more flexibility to manage and engage in calls anywhere, without additional network hardware. Avaya Cloud Office doesn’t just boost flexibility; it also has a direct impact on the company’s business continuity, which has been particularly important in recent years.
A Simple Transition to a New Age of Work
Soto noted there was virtually no disruption for the InspereX team regarding user training and adopting the new technology. The only real change the employees experienced during the process was the option to receive a new phone. Even then, the hardware was a familiar tool from the Avaya ecosystem.
In addition to engaging in conversations from any device, wherever they were, employees could unlock the ability to log into user portals and manage phone setup whenever they chose. This included an option to set new voice greetings when new calls came in and establish settings for calls to ring sequentially or simultaneously across different devices.
The Avaya Cloud Office environment also delivered valuable features like voicemail to text functionality for team members on the move, automatic call recording for compliance, and sensational industry-ready security. As InspereX continued its expansion across the US, management could easily equip employees with flexible, mobile-first communication solutions with streamlined payments and price predictability.
While InspereX currently uses Avaya Cloud Office mainly for voice calls, the solution also allows them to access a wide range of enterprise-grade communication features, from video and audio meetings to task management, file sharing, and messaging.
As an added benefit, Avaya provides the essential scalability the InspereX brand needs to continue moving forward with its digital transformation initiative. The organisation could eliminate old PRI circuits at various locations and optimise cost savings across the US.
Transforming the Communication Landscape
Sergio Soto noted that, as an IT manager, he also has the power to use Avaya Cloud Office anywhere, from any device, to make changes, securely monitor communications, and view analytics to gain a deeper understanding of the workplace’s processes. Soto has already used analytics to troubleshoot various issues and solve problems faster for teams.
The Avaya Cloud Office ecosystem represents a decisive step forward in the InspereX plans for the future, allowing teams to flexibly communicate anywhere, at any time, on any device. What’s more, as a public cloud solution, there’s less risk of hardware and carrier failure to worry about and minimal cost to manage and maintain the communication ecosystem.
Avaya Cloud Office has given the InspereX team more flexibility to stay ahead of the competition and empower a rapidly evolving team with better price predictability and streamlined payments. The company can build a mobile-first team of modern workers without worrying about spare licenses or hardware capacity.
According to InspereX, adopting the Avaya Cloud Office environment has made a significant difference to both user productivity and satisfaction in the workplace. At the same time, the technology also makes it possible for the team to deliver a higher quality of customer service.
