ACS Technologies Digitally Transforms Contact Center With Avaya Mobile Experience

Avaya Holdings Corp (NYSE: AVYA), has announced that ACS Technologies (ACST) is seeing significant benefit from its use of Avaya Mobile Experience® and Avaya IX™ Digital solutions to increase workforce efficiencies, reduce costs and gain greater insights into customer behavior, the company said.

ACS Technologies serves nearly 50,000 clients with technology solutions developed specifically for faith-based organizations. The company needed a solution to improve customer service, build loyalty and grow revenue through attribute-based alignment of customer preferences and historical interactions.

As an early adopter of Avaya Mobile Experience, ACS Technologies migrated all 800 numbers dialed from mobile phones to their contact center over the course of two months with an initial projected savings of approximately 35 percent from their previous carrier.

Additionally, ACST has been using skills-based routing with Avaya Elite Multichannel for the past nine years and it was time to see how they could make already great customer service even better–so they chose to implement Avaya IX™ Digital for contact center.

Founded in 1978, ACS Technologies® is the provider of information management software and service solutions to nearly 50,000 churches, schools, and organizational offices. With brands such as Realm®, ACS™, PDS™, The City, 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.

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