Multi-location firms in banking, finance, and retail face common challenges in growing their businesses and in gaining an advantage over their competitors. Customer experience and loyalty have become key factors in boosting revenue through repeat sales. To improve customer satisfaction levels, leading companies are finding new ways to change the experience and enhance their relationships with customers when they visit or call into their local branch.   

 

In many  retail and banking businesses, the workforce is dispersed across many separate locations. Some experts say up to 91% of employees in these companies work away from headquarters. Customers therefore are typically interacting with branch and store employees for help with, for example, account information, sales support, or inventory queries.

 

When customers call a branch, they expect to reach an expert who can provide the appropriate support. The challenge facing companies that have a large branch presence is that expertise and support are not confined to a single location. Advanced IP telephony holds the answer to delivering Intelligent Branch solutions.

 

Presence information as supported by the Session Initiation Protocol (SIP) provides real-time status information on subject experts across all branch locations—whether they are available to answer questions, and the device they are currently using (phone, PDA, or cell). Now when a customer calls a branch, an interactive voice response (IVR) system can categorize the issue and route the customer to an available expert. Because SIP is a multi-media protocol, experts can also view detailed call context as well as relevant customer records.

 

Avaya Intelligent Branch solutions help businesses achieve higher first call resolution rates for improved customer satisfaction.

 

Avaya Distributed Office offers multi-location enterprises a high degree of centralized control. Powerful centralized management capabilities combine with an easy to deploy solution to offer a very low Total Cost of Ownership for large branch networks. Embedded applications such as Unified Communications, Instant Messaging and Presence, voice messaging, automated attendant and mobility enhance customer service and employee productivity.