Florius delivers omnichannel customer experience with Avaya, Dimension Data

Avaya Holdings Corp. (AVYA) has announced that Florius, a division of ABN Amro, now enables customers to complete all aspects of the mortgage process with new, expanded self- and assisted-service capabilities provided through the company´s website, the company said.

Avaya and Dimension Data, an Avaya channel partner and system integrator, worked closely with Florius to create an outstanding, online, omnichannel customer experience that would set the company far ahead of the competition.

The upgrade included integrating Avaya Contact Center solutions with the company´s CRM system, a step that broadened the view of the customer´s experience and provided new insights. The addition of Avaya Breeze enables Florius to innovate quickly, 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.

With development of the roadmap, the Florius website went live in March with new, WebRTC video and co-browsing capabilities facilitated by Avaya Breeze Snap-Ins. From the customer interaction to the backend magic that brings it all together, Florius has achieved its goal of creating and delivering a personalized, omnichannel customer experience that sets it apart from the competition. Rather than rest on its laurels, Florius is already looking to the future, one that may include artificial intelligence capabilities and other new or emerging technologies.