Call center used to refer to a center where one or more people sit beside a phone answering customer calls. Today, customers contact companies by calling, emailing, visiting a web, faxing, and even instant messaging. Hence, the term contact center is used to refer to the various channels of contact instead of the single channel of voice calls. Avaya Interaction Center is a multi-channel contact management platform that supports voice, email, web, and self service communication channels. Features include: - Inbound voice contact management routes and manages inbound calls based on predefined workflows and business rules.
- Integrated e-mail contact handling includes natural language content analysis, automated response, scripted agent responses, and e-mail quality assurance for supervisors to monitor outbound e-mail responses.
- Web support extends web portal self help and FAQ knowledge bases with assisted service integration that allow users to quickly initiate web chats or collaboration.
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