Avaya Contact Center solutions Enable Effective Social Networking Service-based Counseling to be Provided through Integration of Social and Phone Channels
Avaya Holdings Corporation (NYSE: AVYA) announced today in Japan that a LINE-based counseling service, “SNS Counseling – Mental Health Counseling,” has adopted an integrated voice solution that utilizes Avaya’s contact center system and the LINE customer support service for business, “LINE Customer Connect,” to provide more empathic counselling.
The SNS Counselling service is supported by the Social Media Counseling Association (SMCA), which was established to provide suicide prevention counseling and support for bullying via social networking sites. SMCA is organized by transcosmos inc., LINE Corporation, and other associations. LINE is the most popular messaging app in Japan, and “LINE Customer Connect” is the customer support services for businesses offered by LINE Corporation.
SNS support is necessary in counseling services since younger generations, especially people in their teens and early 20’s, use the LINE app and other SNS as their main way of communication. According to the “FY 2016: Survey on Information Communication Media Trend,” conducted by the Institute for Information and Communications Policy (IICP), teenagers spend an average of 58.9 minutes per day on social media, and just 0.3 minutes per day on landlines. While people in their 20s spend an average of 60.8 minutes on social media, they don’t even spend a minute on landlines. Therefore, creating an environment where people can reach counselors via SNS is extremely beneficial.
However, it is challenging for counselors to show empathy through text-based communication alone, or to receive and deliver clear tones of expression. SNS also doesn’t always deliver rapidity in emergency situations. A seamless linkage between SNS and phone calls was needed so that counselors could talk directly to subjects when needed – especially to people with suicidal thoughts.
The "LINE to Call" function, realized through collaboration between Avaya's contact center system and "LINE Customer Connect," has the following features:
- By adding related LINE accounts, users can make a toll-free call to a contact center with a single tap; they don’t need to enter a phone number.
- When making inquiries, it is possible to seamlessly link chat and phone on the same LINE application, so that the counselor can freely choose the method of support according to the situation, bringing high convenience.
Avaya is a global leader in digital communications software, services and devices for businesses of all sizes. Our open, intelligent and customizable solutions for contact centers and unified communications offer the flexibility of Cloud, on-premises and hybrid deployments. Avaya shapes intelligent connections and creates seamless communication experiences for our customers, and their customers. Our professional planning, support and management services teams help optimize solutions, for highly reliable and efficient deployments. Avaya Holdings Corp. is traded on the NYSE under the ticker AVYA. For more information, please visit www.avaya.com
Cautionary Note Regarding Forward-Looking Statements
This document contains certain "forward-looking statements." All statements other than statements of historical fact are "forward-looking" statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "our vision," "plan," "potential," "preliminary," "predict," "should," "will," or "would" or the negative thereof or other variations thereof or comparable terminology and include, but are not limited to, expected feature releases, statements about future products, expected cash savings and statements about growth, exchange listing and improved operational metrics. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company's Registration Statement on Form 10 filed with the Securities and Exchange Commission, may cause its actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a further list and description of such risks and uncertainties, please refer to the Company's filings with the SEC that are available at www.sec.gov. The Company cautions you that the list of important factors included in the Company's SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this report may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.