Avaya Multi-Channel Contact
Meeting customer demand for consistently high quality service across all communication channels – email, instant messaging, mobile SMS, video – delivers true business value through increased customer satisfaction, higher rates of retention, and enhanced revenue.
Avaya delivers two multi-channel contact centre suites: one aimed at enterprise scale requirements (Avaya Interaction Center) and the other addressing the needs of mid-size contact centres (Avaya Contact Center Express).
Avaya Interaction Center
The Avaya Interaction Center software suite provides enterprise-class control of contact centre communications across multiple channels: voice, video, email, Web chat, and IP telephony.
It simplifies the management process, helping companies maintain high levels of service, so they can consistently exceed customer expectations. Its open-standards-based architecture simplifies design, deployment, and maintenance, so businesses can easily integrate it with their own data, applications, and switching systems, as well as those of their partners.
Interaction Center manages all interactions through a universal, media-independent contact engine that allows voice, e-mail, web chat, and other media to be managed based on common enterprise segmentation and business rules. The contact engine acts as a single point of control and intelligence for all defined interactions. This enables organisations to create and apply routing strategies and business rules across the entire agent pool and all channels simultaneously instead of managing each channel separately.
Interaction Center includes Avaya Business Advocate which can be optionally configured to manage agent selection, staff resources and customer service levels across all channels. Business Advocate is a set of patented algorithms that execute real-time evaluation and distribution of work items to the “right” agent based on agents available, agent skills, service level objectives and expected wait times.
Avaya Interaction Center includes key capabilities that simplify creation and management of multi-channel customer care including:
- Universal routing and queuing
- Voice, email, and web contact management
- Agent desktop clients
- Enterprise applications integration
- SIP services
- Administration and management
Read more (Brochure, Avaya Interaction Center PDF)
Avaya Contact Center Express
Avaya Contact Center Express (CCE) delivers a reliable, integrated, affordable multi-media contact centre suite that provides rich and compelling customer experiences for midsize firms or divisions of large enterprises who are looking for ways to achieve operational efficiency, increase revenue and improve customer satisfaction and retention.
CCE is based on Avaya’s market leading Avaya Communication Manager (CM) and Call Center Elite software. CCE is modular, so it is flexible to accommodate change as businesses grow and evolve.
CCE provides robust multi-channel routing capabilities for today’s contact centres and can manage the collection, queuing, and delivery of voice and non-voice work items, such as e-mail and text or web chat sessions, to an appropriately skilled agent.
Read more (Brochure, Avaya Contact Center Express 4.1 PDF)