Contact Center

The traditional call center—rows of agents in headsets answering calls—is becoming obsolete. In a consumer-driven, Internet-enabled world, your customers aren’t just calling you. They want to reach you via email, IM, text, and more. And simply taking calls isn’t enough to keep customers loyal—you need to proactively reach out to build relationships, upsell, and solve problems before they become deal-breakers.

In short, you need to replace your outdated call center with a contact center. Reach your customers using the communications channels they want. Balance inbound and outbound communications so that no one is left waiting. And you have to do all of this while cutting costs, improving agent efficiency, and maximizing the value of every customer.

Solutions

Distributed IP Contact Center

Multi-site contact centers can create costly, efficiency-draining levels of infrastructure complexity. The Avaya Distributed Contact Center solution helps reduce that complexity—resulting in more efficient operations, lower costs, and reduced staffing needs yielding hard-dollar ROI.

Home Agent

Home Agent lets contact center agents work from home, remote offices, or anyplace with an Internet connection. This unified communications solution supports both flexible work arrangements and virtual contact centers, giving businesses maximum freedom in the way they recruit and deploy their agents.

Intelligent Customer Routing

Avaya Intelligent Customer Routing lets businesses capitalize on the next competitive differentiator: the Customer Experience. Avaya has unified self- and assisted- service into a single smart call routing solution that dynamically manages available media and IT resources while enabling a personalized high-value service from start to finish.

Proactive Outreach

Proactive Outreach allows businesses to reach out to customers with timely, personalized, actionable information—delivering improved service while reducing the volume of incoming calls. This automated customer contact solution uses the organization’s own business systems to trigger automated outbound phone calls, emails, and other messages. Customers can then act immediately on the information provided, using self-service options, or request to speak to someone to resolve more complex matters.

Self Service

In today’s socially networked world, organizations know they must meet customers on their own terms to keep them not just happy, but more than satisfied. It is critical to be proactive about managing your customer’s end- to-end experience. Yet, achieving that goal can be an overwhelming task. How do you maintain a personal relationship with potentially millions of people across thousands of interactions and transactions – across all devices and media?

The latest innovations in context-based communications have ushered in a new era of customer collaboration, where dynamic real-time orchestration of every customer’s interaction, across all modes and media, is now possible.

Avaya Contact Center: Keep customers happy

Please contact us for further information.

Avaya