Businesses with multi-site contact centers can
dramatically reduce costs and improve responsiveness to marketplace
needs using IP telephony. Today's business realities drive a new
multi-site contact center model that is flat, consolidated, and
global in nature.
Avaya Home Agent lets contact center agents work at home, in a remote office, or anywhere there's an Internet connection. It supports both flexible work arrangements and virtual contact centers. Benefits include lower turnover and access to qualified agents around the world.
Intelligent Customer Routing lays the
groundwork for open, best-of-breed solutions through a new
deployment and call management model that leverages key Avaya
architectural components such as Voice Portal. This gives
businesses the ability to interact fully with their
customers by leveraging communications enabled business processes
(CEBP) to respond to business or quality changes,
automate or monitor data driven activities to detect and respond to
events, and proactively respond to potential negative trends in
business data.
Operational Effectiveness solutions offer comprehensive reporting
and analytics capabilities including real-time and historical
contact center reporting, quality monitoring, and workforce
management that allow faster decision making so business processes
and returns can be optimized.
Proactive Outreach gives end customers the
opportunity to act immediately on personalized information.
In a Proactive Outreach solution, a customized combination of
Avaya's best-in-class customer service products is integrated with
the customer's business systems to insert automated, multi-channel
outbound contacts into the customer service processes. This
enables businesses to provide personalized information,
notification and updates to their customers, and enable them to act
on the information they receive through self-service or agent-based
transactions.
Avaya Self Service solutions offer
businesses the ability to realize a rapid return on investment from
deployment of integrated speech applications that deliver a
superior customer experience.
