ABN Amro unit Florius taps Avaya to create better customer experience

Florius, a division of ABN Amro, has tapped Avaya Holdings to enable customers to quickly complete the mortgage process with new self- and assisted-service capabilities through the company’s website.

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Avaya and Dimension Data, an Avaya channel partner and system integrator, worked with Florius to create an online, omnichannel customer experience that would set the company far ahead of the competition.
Avaya in a trade eventFlorius updated its contact center operation to increase flexibility, support for multi-channel interactions, and provide a more holistic view of the customer’s journey.

The upgrade included integrating Avaya Contact Center solutions with the company’s CRM system. The addition of Avaya Breeze enables Florius to innovate, allowing the company to take advantage of pre-made, ready-to-use Snap-Ins as well as quickly and easily create and integrate its own applications for a differentiated customer experience.

“A year ago we started the conversation with Dimension Data about developing a roadmap to enable us to work better with customers and do more with the brilliant Avaya platform we had,” said Seif Alhamrany, head of the Advisory Team at Florius.

The Florius website went live in March with WebRTC video and co-browsing capabilities facilitated by Avaya Breeze Snap-Ins. Florius has achieved its goal of creating and delivering a personalized, omnichannel customer experience that sets it apart from the competition. Florius may include artificial intelligence (AI) capabilities and other emerging technologies in future revisions.

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