CUSTOMER SERVICESCategory: Corporate Telephony
Avaya Call Center
The Call Center suite of call routing software is an Automatic Call Distribution application that maximizes routing and resource selection, allowing agents to handle calls more effectively and improving overall productivity. It offers conditional (if/then) call routing, using context-based inputs and versatile selection capabilities. Managers can choose whether inbound calls connect with the least busy agent, the first available agent, or the one with skills that best match the customer’s needs. Virtual call routing allows businesses with multiple sites to maximize resource utilization across all locations.
Call Center can integrate with traditional circuit-switched, H.323, and SIP networks (as well as hybrid environments), allowing businesses to protect existing hardware and software investments.
Features and benefits
Improve call-routing flexibility
Sophisticated call routing capabilities give managers a wide range of options. They can connect inbound calls to the least busy agent, the first available agent, or the agent with the skills that best match the individual customer’s needs.
Reduce costs, increase efficiency
Businesses can support agent specialization and consolidate resources across sites to help build a more efficient, less costly call center.
Deliver personalized service
The system allows managers to route calls to agents with specialized knowledge of products or processes, allowing them to provide informed, personalized service.
Avaya Interactive Response
Interactive Response allows businesses to automate telephone transactions, delivering enhanced service at lower costs. This interactive voice response system can answer incoming calls, ask questions, and provide information using both synthesized and pre-recorded speech; and it takes input via spoken word, touch tones, dial pulse, or TDD (Telecommunications Device for the Deaf). It can be used:
• In a stand-alone configuration, connected to a public switched telephone network either directly, or from behind an on-premises switch.
• Within a contact center, to provide seamless integration from self-service to assisted service
• With an outbound dialer to provide automated alerts and notifications.
• With proprietary, open-standard, and custom applications.
• With TDM- and VoIP-based switches.
• As the VoiceXML browser for a VoiceXML-2.1-compliant application
Features and Benefits
Deliver responsive service, 24/7
Interactive Response allows businesses to provide superior customer service, accepting transaction and inquiries any time of the day or night, using a convenient voice interface.
Get fast ROI
Automated service, open standards and application reusability help reduce costs, to deliver a faster return on investment.
Easy migration to IP and SOA
Transferable platform licensing and the included Avaya Dialog Designer application give companies an evolutionary migration path to IP and Service Oriented Architecture.
Avaya Proactive Outreach Manager
Offers automated outbound campaign management, enabling organizations to create and deliver automated voice, email, or SMS messages that enable users to immediately choose a self service option or interact with a live agent.
Proactive Outreach Manager builds on the best-in-class capabilities of Avaya Proactive Contact and Avaya Voice Portal. This combination provides an open, scalable, high-availability solution that simplifies outbound campaigns to help reduce costs, capture more revenue, and improve customer satisfaction.
Features and benefits
Improve customer satisfaction
Provide proactive, timely communication of information and status updates through email, SMS text or phone based on each customer’s personal preferences. Create reminder and alerts campaigns to communicate delays, status changes, and reduce missed appointments with high value staff.
Lower the cost of service
Lower costs by serving customers more effectively through lower cost channels where preferred and possible. Reduce inbound traffic by anticipating caller inquiries and allowing customers to take action. Lower outbound agent costs by automating simple interactions through lower cost email, IVR, or SMS text.
Reduce OPEX and CAPEX costs
Proactive Outreach Manager runs on Avaya Voice Portal allowing you to deploy mission critical automated outbound services that leverage and compliment your existing inbound self service applications.
Use Proactive Outreach Manager to create and execute customized cross-sell and or up-sell automated campaigns to raise awareness of new products and services as well as generate new or upgrade sales.
Reduce risks, costs, improve responsiveness
Improve service response and customer satisfaction by bringing outbound services in-house and gaining control over priorities and campaign timing, and sensitive customer data.