Multi-Site IP Contact Centres

Gartner Magic Quadrant Leadership

Avaya Call Center

The Avaya Call Center suite of call routing software is an Automatic Call Distribution application that maximizes routing and resource selection, allowing agents to handle calls more effectively and improving overall productivity. It offers conditional (if/then) call routing, using context-based inputs and versatile selection capabilities.

Key benefits:

• Improve call-routing flexibility: Sophisticated call routing capabilities give managers a wide range of options. They can connect inbound calls to the least busy agent, the first available agent, or the agent with the skills that best match the individual customer's needs.
• Reduce costs, increase efficiency: Businesses can support agent specialization and consolidate resources across sites to help build a more efficient, less costly call center.
• Deliver personalised service: The system allows managers to route calls to agents with specialised knowledge of products or processes, allowing them to provide informed, personalised service. 

Multi-site Contact Centres

Multi-site contact centres 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, while facilitating the optimal delivery of service to customers.

The solution consists of three components:

• Server consolidation helps companies eliminate underused hardware and related expenses. It can help reduce maintenance costs, and application acquisition costs.
• Resource pooling increases the efficiency of your existing equipment across your company.
• Advanced Logic adds a layer of unique Avaya business intelligence to the contact centre, further increasing efficiency. This improves customer loyalty, leading to increased revenue.

Results

The result is a multi-site contact centre model that is flat, consolidated, and easily scalable.

• Optimize use of agents across locations: The solution enables “just in time” work allocation, increased agent occupancy and reduced idle time. This reduces staffing costs, and frees supervisors for mentoring and coaching agents. In one application for a large wireless service provider, efficiency gains translated into a 9% agent reduction. At the same time, this supports business continuity, since the sites can also act as failover locations.
• Enhance customer loyalty: Embedded Avaya business logic reduces wait times, ensures skill-based routing, and connects top-tier customers with the most highly skilled sales associates. For a vehicle maintenance organization, lower wait times resulted in a 61% improvement in average speed of answer and a 53% decrease in caller abandons.
• Lower costs: Consolidation reduces businesses’ hardware needs and maintenance costs. Improved efficiency lowers staffing requirements. And increased customer loyalty can help lower retention and acquisition costs.

Read more (Brochure, Avaya Contact Center 5.0 PDF) 

Avaya Business Advocate

Business Advocate manages all voice, email, and Web chat interactions via a single universal queue, intelligently routing customers in real time to the best agent for their needs.

It takes into account pre-established business objectives; customer needs and business value; and the skills and availability of the current agent pool.

Business Advocate actively monitors all of this information, making rapid decisions about which agent should be matched to which customer. This may mean connecting to the agent whose immediate service may produce the greatest value, instead of the caller who has waited longest.

Features and Benefits

• Get maximum value from each call: This application lets companies define customer segmentation policies and service level goals based on business objectives. This ensures that resources are allocated in ways that maximize the value of each customer contact.
• Get more control, with less work: Automated control, based on user-defined business rules, ensures that supervisors can manage agents and call distribution as they need to, without time-consuming manual intervention.
• Improve call centre efficiency: Capabilities like Predicted Wait Time and Reserve Agent Pools allow Business Advocate to foresee events that could impact service, and respond automatically in real time. This helps the contact center handle peaks in demand and other problems quickly and efficiently, without inconveniencing customers.

Read more (Brochure, Avaya Business Advocate PDF) 

Avaya one-X Agent (Home Agent)

Avaya one-X® Agent is a desktop software application built specifically to meet the needs of contact centre agents.

Avaya one-X Agent gives contact centre agents the desktop software they need to be more productive, whether they're working in a headquarters location, a branch office or home office. One-touch access to functions such as conference, transfer and supervisor-assist enables agents to effectively manage both communications and agent tasks, making them more responsive and collaborative regardless of where they are working.

And contact centre agents can pre-record their greetings to ensure that customers are presented with the same greeting as if it were the first call of the day.

Integrated presence and instant messaging help one-X Agent users reach out to an available expert anywhere in the enterprise. Agents have the tools they need to drive first call resolution and high customer satisfaction. 

Read more (Brochure, Avaya one-X Agent PDF)