NEWS & EVENTS
Avaya Helps Midsize Businesses Raise the Bar for Customer Experience
Avaya IP Office Contact Center 10 delivers the simplicity and easy to use tools midsize businesses need to meet customer expectations and compete with larger enterprises
Santa Clara, Calif. - Dec. 1, 2016 - Avaya today announced a new version of the company’s contact center platform that enables midsize businesses to rise above the competition by offering a superior, omnichannel customer experience. Avaya IP Office Contact Center 10 is a true, end-to-end solution with the advanced features and tools customers expect, but the simplicity and affordability needed by midsize business.
Research data finds that 60% of consumers surveyed stated their expectations for customer service are higher now than they were just one year ago. In addition, by 2020 customer experience is expected to surpass product and price as the key brand differentiator. Finally, Aberdeen Group (2015) research shows significant increases in customer retention, profitability and growth for those companies that deliver best-in-class customer experiences over those that don’t.
Avaya IP Office Contact Center 10 extends Avaya’s industry leading contact center innovations that deliver efficient, personalized customer service, lower costs, and increase profitability. Midsize companies can quickly and easily define and deploy an omnichannel strategy that encompasses the entire customer journey, from proactive, outbound capabilities, multi-channel self and assisted service, through real-time and historical reporting and integration with CRM packages. Avaya IP Office Contact Center 10 dramatically simplifies the ability to provide that best-in-class experience with the following new capabilities for ease of use and simplification:
- Out of the box configuration wizards and templates to quickly design call and IVR flows that reduce time required by up to 80 percent
- Ability to make changes to call flows on-the-fly
- Simplified and enhanced user interface and web administration, including installation and configuration wizards for multichannel services and other frequently used features
- Enhanced real-time and historical reporting capabilities including more than 30 ready-to-use report templates that can be accessed in as little as four clicks
- Customer callback features that hold their place in the queue and give them more control over their time
- High availability and resiliency with support for VMware HA
- Tightly integrated workforce optimization via Avaya Workforce Optimization Select
Avaya IP Office Contact Center is optimized for use with Avaya IP Office software, and is available in multiple deployment options, including premises-based, hybrid or pure cloud. Hybrid and pure cloud options are marketed as Customer Engagement OnAvaya - Google Cloud Platform or as a Partner-Branded Powered by Avaya offer.
Avaya IP Office Contact Center 10 is globally available now in English, Spanish, French, German, and Italian.
“Customer expectations continue to rise and change, requiring companies to develop a far broader set of capabilities for their customer interactions. To be successful today, midsize businesses must be able to respond swiftly, efficiently and accurately to their customers no matter which channel of interaction – or combination of channels – customers choose. The new features in Avaya IP Office Contact Center 10 help contact centers quickly define and deploy their customer service strategy to proactively manage the entire customer lifecycle with the simplicity, flexibility and tools needed to improve the quality of customer interactions.”
Karen Hardy, vice president, Avaya Customer Engagement Solutions
"Customers today expect to be able to conduct business at their convenience. We've built a reputation on delivering high-quality, efficient service, which needs to extend from the first moment of contact through the completion of the service request. The Avaya IP Office Contact Center enables us to offer the communications options customers expect with the efficiency that mirrors our 'on the ground' service experience across our locations. It's a high value solution with the affordability we need."
Rick Maciel, Business Systems Manager, Technaglass
Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As the global leader in delivering superior communications experiences, Avaya provides the most complete portfolio of software and services for contact center and unified communications with integrated, secure networking— offered on premises, in the cloud, or a hybrid. Today’s digital world requires some form of communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www.avaya.com.
Certain statements contained in this press release may be forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these are reasonable, such forward looking statements involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results to differ materially from any future results expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements.
2015 Global State of Multi-channel Customer Service Report