Together, Avaya and Accenture deliver innovative, cost-effective contact center and CRM solutions to help you generate greater value from every customer interaction. We work with you to integrate these capabilities into your existing sales and service operations to enable you to manage customer relationships more effectively and deliver an exemplary level of service that customers will remember. Avaya supplies world-class contact center applications and trusted technical and implementation expertise. Accenture brings deep knowledge of customer relationship strategies and delivery experience across multiple industries, along with the program management skills that ensure a smooth deployment no matter how complex the solution. Accenture Customer Contact Transformation If you are seeking large-scale improvements in your contact capabilities, Accenture Customer Contact Transformation can help by integrating transformation and technology investments to maximize workforce performance, coordinate service delivery across multiple channels and increase the profitability of each interaction. By decreasing labor requirements, increasing self-service capabilities and integrating leading Avaya contact center technologies, this solution can help you dramatically reduce the cost of service delivery by 10 to 30 percent. If you are looking for quick, tactical improvements to contact center operations, Avaya and Accenture also offer these solution components on an individual basis: Targeted performance management Multi-channel interaction enablement Customer self-service Customer segmentation and optimization CRM strategy
Business Benefits Understand the true cost of serving customers Align customer contact with revenue growth Implement cost-effective self-service channels that enhance service quality Optimize the performance of contact center personnel and processes Explore innovative sourcing solutions that reduce risk and operating costs by 10 to 30 percent Align customer contact capabilities to customer demand, without committing to high-cost technologies and operating infrastructures - Increase infrastructure flexibility both in the contact center and across the company to support virtual workforces and leverage the benefits of IP telephony
CRM SIP Transformation Many businesses have conflicting mandates to drastically reduce the cost to serve customers while increasing differentiation and maintaining existing service levels. In trying to meet these mandates there are the challenges of how to manage carrier fees to redirect and transfer customer calls between centers, environments with hybrid technologies that leave no one vendor to control call flow, and limited choices with current technologies. Our CRM SIP Transformation offer opens up new capabilities to help you meet these challenges and deliver measurable business results: Implement lower cost VoIP service to replace expensive PSTN call delivery and transfer Connect hybrid technology environments by combining SIP Transformation with Avaya Aura Couple SIP Transformation with Intelligent Customer Routing to match the customer with the right agent the first time
Business Benefits Reduce operating expense by integrating existing multi-vendor systems Strengthen customer relationships and differentiate your business with rich handoff of customer calls Increase business agility through simplification and standardized integration Gain immediate cost savings from one centrally managed enterprise dial plan for all systems
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