Avaya IP Office™ Contact Center

A Simple and Robust Omnichannel Contact Center Application for IP Office

Leverage Blended Omnichannel Capabilities to Increase the Value of Each Customer Interaction

  • Implement a complete end-to-end customer service strategy to differentiate your business from the competition.
  • Maximize the value of every interaction by delivering consistent, personalized service while identifying cross-sell and up-sell opportunities.
  • Deploy fast with minimal disruption. Be up and servicing customers in as little as a few hours.
  • Meet your deployment requirements with flexible options, including Cloud.
  • Expand the solution as your business grows. Start with voice and add multimedia channels without adding hardware.
  • Use easy supervisor and agent desktop interfaces to foster fast end user adoption. IP Office Contact Center is ideal for employees located in the office, in branch locations, or working from home.
  • Gain more value through native integrations with Salesforce.com and SAP CRM applications.

Create and Deliver a Seamless Customer Experience

Deliver the right service at the right level, anytime, anywhere using skills-based routing and multichannel capabilities.

Optimize Business Processes and Customer Routing

Define, prioritize and distribute customer calls and contacts based on your pre-defined processes and business strategies.

Increase Sales Revenue Opportunities

Give employees the tools they need to proactively reach out to customers with new opportunities or to resolve issues.

Integrated Multichannel Customer Contact

Integrated Omnichannel Customer Contact

Provide optimal accessibility for all communications channels, including voice, email, and web chat. Let customers choose the communications channel they prefer when doing business with you.

Skills-Based Routing and Self-Service Solutions

Skills-Based Routing and Self-Service Solutions

Route customer inquiries to the employee who is best qualified to handle them. Base routing on communication channel, agent expertise, and past experiences with a customer or situation. Voice and self-service options permit customers to serve themselves, which can lead to more satisfied customers and a marked decrease in employee workloads. Leverage out-of-the-box call flow templates to quickly define and deploy your customer service strategy.

Telemarketing and Outbound Campaigns

Telemarketing and Outbound Campaigns

Targeted multichannel outbound voice campaigns can help employees be more productive and can be a great resource to upsell and increase revenue during periods of low inbound customer interaction activity. Automatically start outbound calling as workloads decrease. Use pre-defined scripts to make sure employees are prepared. Increase efficiency by letting agents preview customer details on the screen before placing calls.

IVR and Call Recording

IVR and Call Recording

Make special announcements and define call routing using the flexible IVR system. Every agent and supervisor license includes the capability to record calls for training purposes or conflict resolution. Connect Avaya Workforce Optimization Select to your IP Office Contact Center deployment to get enterprise-grade voice and non-voice recordings, desktop screen captures, quality management, live monitoring, and agent coaching plans.

Comprehensive Real-Time and Historical Reporting

Comprehensive Real-Time and Historical Reporting

Online monitoring delivers real-time information into business operations, enabling you to analyze data and make immediate adjustments as needed to maximize availability and service. Historical reporting helps you identify, measure and pursue improvement opportunities to support your short- and long-term goals.

Integration with Salesforce.com and SAP

Integration with Salesforce.com and SAP

With the Avaya CRM integration application for Salesforce.com and SAP, Avaya integrates real-time communications capabilities with CRM software. You can then use communications functions within the applications to improve agent productivity, enhance customer service, and streamline the overall customer journey. Agents can greet customers by name, click to call or open customer records, and access relevant customer information, facilitating more personalized, well-informed customer interactions.

Performance Eyewear Firm Fulfills Vision for Improved Customer Engagement

Benefits: Increased Productivity, Improved Customer Service, Reduce Cost
Topics: Team Efficiency, Work @ Home, Customer Service
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The Definitive Planning Guide for Improving the Customer Experience You Deliver

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