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.
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.
Aging communications systems and an onslaught of calls from mobile and other personal devices are pushing government agencies to a critical challenge in managing emergency calls. Avaya Public Safety Communications uses a unified communications framework to create interoperability between disparate communications systems, assure availability during peak periods and other disruptions, and provide technology to enable multi-media call processing.
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.
