Related Links

Database Management Yashi designs each data management solution for fast, efficient performance in different environments and for specific uses. You ... more details
SAP Consulting Innovation - We differentiate our SAP offerings by investing in innovation: illuminating the ERP landscape and ongoing trends; ... more details

Contact Center Solutions

The traditional call center—rows of agents in headsets answering calls—is becoming obsolete. In a consumer-driven, Internet-enabled world, your customers aren’t just calling you. They want to reach you via email, IM, text, and more. And simply taking calls isn’t enough to keep customers loyal—you need to proactively reach out to build relationships, upsell, and solve problems before they become deal-breakers.

In short, you need to replace your outdated call center with a contact center. Reach your customers using the communications channels they want. Balance inbound and outbound communications so that no one is left waiting. And you have to do all of this while cutting costs, improving agent efficiency, and maximizing the value of every customer.

We can help. From internal operations to customer relationship management, we offer solutions to help make your entire contact center more effective

Features: Distributed IP Contact Center Home Agent Intelligent Customer Routing Proactive Outreach Self Service Customer Experience Management - Midsize

We can help optimize applications and streamline operations so you can deliver a superior customer experience at a reduced cost. We develop detailed contact center designs that optimize your current communications architecture, using existing systems and applications.

This positions your contact center for growth, communications continuity, and always on customer service. Our consultants and advanced solution architects offer expertise in a wide range of areas, including: Contact centers, Self-service, Proactive contact, Agent productivity, Reporting and analytics.

Contact Center Control Manager: Provides centralized operational administration exclusively for Contact Center Applications. This product allows one-time definition and on-going management of the following entities and data relevant to contact center systems: Agents, Skills, VDN’s, extensions, call flows, IVR working hours, dynamic prompts and menu content.

Features: Access Control Graphical Call Flow Design Tool,Multi Tenancy IVR

Distributed IP Contact Center

Multi-site contact centers can create costly, efficiency-draining levels of infrastructure complexity. The Avaya Distributed Contact Center solution helps reduce that complexity—resulting in more efficient operations, lower costs, and reduced staffing needs yielding hard-dollar ROI.

Home Agent

Home Agent lets contact center agents work from home, remote offices, or anyplace with an Internet connection. This unified communications solution supports both flexible work arrangements and virtual contact centers, giving businesses maximum freedom in the way they recruit and deploy their agents.

The solution consists of an Avaya one-X Agent® or IP Agent softphone at the employee’s desktop, driven by Call Center software running on the Avaya Aura™ Communication Manager system. When connected this way, home agents appear transparently to reporting software, wallboards, workforce management software, and other performance solutions.

This high level of integration allows businesses to get the contact center capacity they need, while still having the flexibility to recruit agents as needed, from virtually anywhere, without paying for the cost of additional office space.

Intelligent Customer Routing

Avaya Intelligent Customer Routing lets businesses capitalize on the next competitive differentiator: the Customer Experience. Avaya has unified self- and assisted- service into a single smart call routing solution that dynamically manages available media and IT resources while enabling a personalized high-value service from start to finish.

Customers are greeted intelligently based on business insights. While customers are waiting for live agents, Intelligent Customer Routing can present personalized up-sell or cross-sell messages, call-back options, and even opt-in services to proactively notify customers of transaction status—for example, billing and appointment reminders.

Leveraging the power of SIP, Intelligent Customer Routing lets customers connect with agents and subject experts anywhere in the enterprise.

Proactive Outreach

Proactive Outreach allows businesses to reach out to customers with timely, personalized, actionable information—delivering improved service while reducing the volume of incoming calls. This automated customer contact solution uses the organization’s own business systems to trigger automated outbound phone calls, emails, and other messages. Customers can then act immediately on the information provided, using self-service options, or request to speak to someone to resolve more complex matters.

Proactive Outreach solutions from Avaya help businesses across many industries reduce costs, achieve higher levels of customer satisfaction, and improve operational efficiencies. In the Financial Services and Healthcare sectors, Avaya has enabled companies to improve core processes such as collections, customer acquisition and retention, and mortgage modification, as well as patient payment recovery and patient-consumer outreach

Self Service

In today’s socially networked world, organizations know they must meet customers on their own terms to keep them not just happy, but more than satisfied. It is critical to be proactive about managing your customer’s end- to-end experience. Yet, achieving that goal can be an overwhelming task. How do you maintain a personal relationship with potentially millions of people across thousands of interactions and transactions – across all devices and media?

The latest innovations in context-based communications have ushered in a new era of customer collaboration, where dynamic real-time orchestration of every customer’s interaction, across all modes and media, is now possible.

vaya Self Service solutions help organizations automate and centrally coordinate multimedia self service and integrated voice response (IVR) applications. From inbound to outbound automated customer care, Experience Portal can help your organization reach a new level of customer satisfaction and business competitive advantage.

Customer Experience Management

Today's customers possess higher expectations and access to more purchasing and communications options. Organizations failing to meet these expectations risk losing opportunities to competitors who have learned to meet the new customer needs. Customer Experience Management helps organizations mobilize people, processes, and resources to create more enduring and profitable customer relationships through all communication channels.

Our midsize contact center solution provides fully-featured enterprise contact center capabilities at an exceptional value. Structured for simplicity, the solution allows businesses to experience powerful, out-of-the-box functionality. The solution is delivered on one common platform for customer interaction, solution management, and reporting. The result reduces complexity and operating costs. Organizations are also able to expand capacity and sophistication without expensive rip and replace.

Access Control

Roles based access control offers an advanced security engine that includes role based permissions that is integrated to Active directory.

Graphical Call Flow Design Tool

This allows administrators to drag and drop icons to create vectors with export capability to Visio.

Multi Tenancy

The customer central web portal allows service providers and outsourcers to provide end customers access to the Avaya environment with full partitioning.

IVR

This enables the design and management of voice applications from the web interface and enables control of the entire IVR.