Intelligent Customer Routing

A Personalized Experience for Every Customer

Turn Wait Times Into Positive and Productive Customer Engagements

  • Create customer experiences that show you value your customers’ time and attention. You can share offers during wait times, deliver customer information to agents that help assure fast and accurate answers, and relay alerts and notifications to callers in queues.
  • Give your customers more engaging, satisfying experiences with context-aware applications. Avaya Intelligent Customer Routing dynamically optimizes interactions based on prior purchases, transactions, or other business insights—and every customer interaction is personalized.

Give Customers a Superior User Experience

Every customer receives personal treatment based on customer data and business data that relates to that customer’s unique situation and needs.

Lower Deployment and Operating Costs

Decrease inbound voice traffic costs and reduce your contact center footprint.

Preserve Existing Investments

Give customers a better experience without replacing your entire infrastructure. There’s no need to get rid of agent endpoints, call-routing systems, or other resources.

Mobile Worker Collaboration

Make Customer Wait Time More Productive

While customers are on hold, present personalized up-sell or cross-sell messages, call-back options, and opt-in services. Reach customers proactively anytime to notify them of transaction statuses, such as billing and appointment reminders.

First Call Resolution Avaya Intelligent Customer Routing

Get Customers to the Right Agent Quickly

Match customer needs to agent skills with policy-based routing and agent resources selections. Send customers directly to an expert, contact center agent, or an outsourced group.

Avaya Intelligent Customer Routing & Customer Experience

Keep Communications Open

Let customers communicate in the way that is most comfortable for them. They can choose their preference using speech, video, and other multimedia components.

White Paper
Are You Enabling Extraordinary Customer Journeys?

Frost & Sullivan Explores How to Take Your Contact Center to the Next Level

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Avaya Contact Center Managed Services

Build a High-performance Contact Center with Avaya Managed Services  

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Executive Guide
7 Things You Didn’t Know Were Possible with Self Service and Automation

7 Things You Didn’t Know Were Possible with Self Service and Automation

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