Go Beyond Phone Calls—Let Customers Reach You Via Text, IM, Email, or Chat
Connect with your customers on their terms. Manage all of your contacts—for email, chat, SMS, IM, and social media—the same way you manage your inbound and outbound voice interactions.
Leverage this complete, omnichannel contact center solution to match callers with the most appropriate resources every time they contact you. Your agents gain call context, both real-time and historical. Your customers receive a differentiated experience.
Reduce your expenses by using lower-cost channels.
Consistently deliver a unified, seamless, and highly personalized experience that builds your brand and customer engagement loyalty.
A Single Interface for Managing All Customer Interactions
Reduce call volume and improve efficiency when you expand customer interactions to lower cost channels like chat and SMS/text—all managed through a single agent desktop interface.
Support Customers' Channel Preferences
Did you know that 82% of consumers say they prefer that organizations always offer multiple channels to communicate and serve their needs? Now you can meet such customer expectations.
Provide a Seamless Customer Experience Across Channels
68% of consumers 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.
“We’re connecting to more customers, have exceeded our right party contact target and, more importantly, our agent productivity.”
Configure an agent's desktop to manage up to six different interaction types simultaneously using a single desktop interface. An agent can accept an email or SMS interaction, for example, while working on a web chat interaction. The agent desktop provides your agents with the pertinent customer data and historical interaction data across all of the supported channels. So your agents will have what they need at their fingertips to provide your customers with the best possible experience.
Manage Your Contact Center Performance
Managing the performance of your contact center just got easier. Use the on-board reporting module that includes more than 120 predefined real-time and historical reports, as well as a Report Creation Wizard for creating customized reports. Manage agent performance and monitor statistics that are important to maintaining service levels. Your supervisors and managers will have quick access to real-time performance information so they can adapt immediately to situations, helping to ensure an optimized customer experience.
Break Down the Silos Between Your Contact Center and Business
Integrate your contact center processes and applications with your business processes and applications to help streamline and automate functions that were previously manual. Use the Web Services APIs to adapt integration across your contact center and business. Insert contact center functions, such as immediate or scheduled callback and automatic routing of tasks, into processes that improve customer experience.
Deploy and Manage with Ease
Simplify your day-to-day management using a single interface for system setup, configuring agents, assigning skill sets, performance reporting, and managing contact flows. Because it’s easy to use, the interface helps you better manage your agents and their skills, as well as quickly adapt to market changes that can impact your business.
Manage Your Customers' Experience with a Graphical Workflow
Most of us have experienced telephone customer service options that are confusing and frustrating, and many times we simply give up. Understanding how your customers are being served and which options are available to them is critical to managing the customer experience. Get a clear view of customer contact flows—both self-service and agent-assisted—with the graphical workflow management tool Avaya Aura® Orchestration Designer. It's easy to build, modify, and improve customer contact flows with the drag-and-drop interface.
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v. 1.0 January 27, 2018
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