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In short, you need to replace your outdated call center with a contact center.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
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