Avaya helps busi­nesses raise bar for cus­tomer ex­pe­ri­ence

Kuwait Times - - TECHNOLOGY -

Avaya an­nounced yes­ter­day a new ver­sion of the com­pany’s con­tact cen­ter plat­form that en­ables mid­size busi­nesses to rise above the com­pe­ti­tion by of­fer­ing a su­pe­rior, om­nichan­nel cus­tomer ex­pe­ri­ence. Avaya IP Of­fice Con­tact Cen­ter 10 is a true, end-to-end so­lu­tion with the ad­vanced fea­tures and tools cus­tomers ex­pect, but the sim­plic­ity and af­ford­abil­ity needed by mid­size busi­ness.

Research data finds that 60% of con­sumers sur­veyed stated their ex­pec­ta­tions for cus­tomer ser­vice are higher now than they were just one year ago. In ad­di­tion, by 2020 cus­tomer ex­pe­ri­ence is ex­pected to sur­pass prod­uct and price as the key brand dif­fer­en­tia­tor. Fi­nally, Aberdeen Group (2015) research shows sig­nif­i­cant in­creases in cus­tomer re­ten­tion, prof­itabil­ity and growth for those com­pa­nies that de­liver best-in-class cus­tomer ex­pe­ri­ences over those that don’t.

Avaya IP Of­fice Con­tact Cen­ter 10 ex­tends Avaya’s in­dus­try lead­ing con­tact cen­ter in­no­va­tions that de­liver ef­fi­cient, per­son­al­ized cus­tomer ser­vice, lower costs, and in­crease prof­itabil­ity. Mid­size com­pa­nies can quickly and eas­ily de­fine and de­ploy an om­nichan­nel strat­egy that en­com­passes the en­tire cus­tomer jour­ney, from proac­tive, out­bound ca­pa­bil­i­ties, multi-chan­nel self and as­sisted ser­vice, through real-time and his­tor­i­cal re­port­ing and in­te­gra­tion with CRM pack­ages. Avaya IP Of­fice Con­tact Cen­ter 10 dra­mat­i­cally sim­pli­fies the abil­ity to pro­vide that best-in-class ex­pe­ri­ence with the fol­low­ing new ca­pa­bil­i­ties for ease of use and sim­pli­fi­ca­tion:

Out of the box con­fig­u­ra­tion wiz­ards and tem­plates to quickly de­sign call and IVR flows that reduce time re­quired by up to 80 per­cent Abil­ity to make changes to call flows on-the-fly Sim­pli­fied and en­hanced user in­ter­face and web ad­min­is­tra­tion, in­clud­ing in­stal­la­tion and con­fig­u­ra­tion wiz­ards for mul­ti­chan­nel ser­vices and other fre­quently used fea­tures

En­hanced real-time and his­tor­i­cal re­port­ing ca­pa­bil­i­ties in­clud­ing more than 30 ready-to-use re­port tem­plates that can be ac­cessed in as lit­tle as four clicks

Cus­tomer call­back fea­tures that hold their place in the queue and give them more con­trol over their time

High avail­abil­ity and re­siliency with sup­port for VMware HA

Tightly in­te­grated work­force op­ti­miza­tion via Avaya Work­force Op­ti­miza­tion Se­lect

Avaya IP Of­fice Con­tact Cen­ter is op­ti­mized for use with Avaya IP Of­fice soft­ware, and is avail­able in mul­ti­ple de­ploy­ment op­tions, in­clud­ing premises-based, hy­brid or pure cloud. Avaya IP Of­fice Con­tact Cen­ter 10 is glob­ally avail­able now in English, Span­ish, French, Ger­man, and Ital­ian.

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