Harrah's Entertainment, Inc., is the world's largest provider of branded casino entertainment. Managing disparate systems from a variety of vendors slows productivity and creates confusion. It was imperative for Harrah's to get the back of its house in order to deliver the kind of front-of-house experience that would bring customers back. Harrah's is working to standardize on a multi-site, networked Avaya Contact Center solution served by Avaya S8700 Media Servers and IP-enabled Avaya DEFINITY Communications Servers running Avaya Communication Manager. Using Avaya's advanced skills-based routing capability coupled with the Avaya Interactive Voice Response, Harrah's assures that its customers' calls are directed and answered efficiently by the agent best equipped to handle them.
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