Interaction Center

Multichannel Solution for Avaya Aura® Call Center Elite

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U.S. or Canada: 1-866-GO-AVAYA

All Other Locations: 1-908-953-6000

Overview

DIFFERENTIATE YOUR CUSTOMER EXPERIENCE WITH NEW CUSTOMER SERVICE CHANNELS

Now it’s easy to add new customer service channels to your contact center. Build on your investment in Avaya Contact Center technology to expand channels beyond voice—add email, web chat, SMS/text, and social media. Using customer experience management software, you’ll help improve contact center efficiency and set your customer experience apart from the competition.

Manage all your new channels the same way you handle voice call interactions—all channels are available through a single agent desktop interface. Enable your business to handle all types of customer interactions more efficiently by helping to ensure that the right resources are readily available to your customers.

1. Add Lower-Cost Customer Service Channels

Reduce call volume and improve contact center efficiency by moving interactions from live calls to lower-cost channels like email, chat, SMS, and social media. Expanding channel options also gives customer choice in how they connect with you.

2. Meet Service Level Objectives

Use enterprise business rules and customer segmentation data to meet service levels and more effectively handle customer interactions across all your channels.

3. Provide Your Customers with a Seamless Experience Across Channels

Among consumers, 68% say they expect the information they give an organization in one place to be available in another. Now you can personalize your customers’ experiences by sharing details like customer history and screen pop data across contact channels.

Personalized Customer Experience Across Channels from Avaya
Avaya Customer Experience Management Software Improves Agent Productivity

Agent Tools to Serve Customers Better

Customer experience management software makes it easy for agents to serve your customers with a single agent desktop that can be used for all channels; voice, email, chat, SMS, and social media. Improve agent productivity with intelligent screen pops to give your agents immediate access to the right scripts, customer information and enterprise applications.

Deliver a Better Online Experience

Use your website as an active connection point into your business. Serve your customers online with live help options including web chat, collaborative browsing, form completion, and scheduled call back. With a web contact strategy you can offload routine inquiries through chat and close out more shopping carts with proactive web customer service. Making your website a channel adds to your end-to-end customer experience.

Provide Web Customer Service and Live Help Options with Avaya
Universal Call Routing and Call Queuing from Avaya

Use Universal Routing and Queuing for Any Media

Optimize efficiency and first contact resolution by applying segmentation strategies. Route contact types and inquiries to the best available enterprise resource, which may not be a customer service agent. Regardless of the channel, contacts are routed based on business rules that you define. For example, apply different business logic and responses to emails versus real-time interactions (such as voice calls or web chats). Optimize the handling of all contacts to reduce hold times and abandoned callers, and to adhere to service levels.

Analyze Data to Improve Contact Center Performance

Avaya Call Management System and Operational Analyst gives contact center managers and business analysts the ability to examine mission-critical customer data, agent productivity, service levels, and other performance measures across a variety of channels.

Avaya Call Management System and Operational Analyst
Avaya Integrates with Customer Relationship Management and Enterprise Administration Applications

Integrate with Existing Applications

Improve service consistency and reduce time to market with pre-built, pre-tested integration to Siebel and many other market leading Customer Relationship Management and enterprise administration applications.

Use an Open Solution for Maximum Flexibility

Interaction Center provides an open standards-based architecture and Web services support for seamless systems integration and effective workflow management across different platforms and operating systems.
 

Avaya Interaction Center Provides Effective Workflow Management Across Platforms

AVAYA CONTACT CENTER OPTIMIZATION SERVICES

Improve contact center operations and increase the productivity and value of the center, both to your customers and your enterprise.

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How to Buy

Call Us

U.S. or Canada: 1-866-GO-AVAYA

All Other Locations: 1-908-953-6000