Avaya Self Service Solutions

Speech IVR, IVVR & Call Back

With Avaya Self Service solutions, if you're experiencing increasing call volumes, you can deliver outstanding customer service without a proportional increase in agent headcount.

• Use speech IVR for "call avoidance" - reduce the load on agents by making better use of self service technologies.
• Only calls that need live assistance can be routed to an agent, freeing agents to spend time on higher value activities.
• Automate business processes such as ID&V, address changes, payments and brochure requests.  

Avaya Interactive Response

Interactive Response allows businesses to automate telephone transactions, delivering enhanced service at lower costs. It can answer incoming calls, ask questions and provide information using both synthesized and pre-recorded speech; and it takes input via spoken word, touch tones, dial pulse or TDD (Telecommunications Device for the Deaf).

It can be used:

• In a stand-alone configuration, connected to a public switched telephone network either directly, or from behind an on-premises switch.
• Within a contact centre, to provide seamless integration from self-service to assisted service.
• With an outbound dialler to provide automated alerts and notifications.
• With proprietary, open-standard, and custom applications.
• With TDM- and VoIP-based switches.
• As the VoiceXML browser for a VoiceXML-2.1-compliant application.

Benefits

• Deliver responsive service, 24/7: Interactive Response allows businesses to provide superior customer service, accepting transaction and inquiries any time of the day or night, using a convenient voice interface.
• Get fast ROI: Automated service, open standards and application reusability help reduce costs, to deliver a faster return on investment.
• Easy migration to IP and SOA: Transferable platform licensing and the included Avaya Dialog Designer application give companies an evolutionary migration path to IP and Service Oriented Architecture. 

Read more (Brochure, Avaya Interactive Response PDF) 

Avaya Voice Portal

Voice Portal is an open standards based platform for automating inbound and outbound voice and video customer care. Offering industry-leading reliability and scalability, it comes with robust management and reporting features, to help reduce costs and simplify operations.

Interactive Voice and Video Response (IVVR) on Avaya Voice Portal can enable video capabilities that allows the development of multimedia applications using video, audio, images and text. Long IVR menu trees become user-friendly visual menus.

• Improve customer service: Voice and video self-service lets you differentiate your business by providing a superior customer experience. It allows customers to get simple requests taken care of quickly, and it frees up contact-center agents to handle more complex issues.
• Deliver services quickly, for less: Voice Portal uses open standards to simplify integration with your existing Web and application investments. This lets you save money and implement new inbound and outbound services quickly.
• Simplify application design: Reduce the time and expense of application design, validation, and deployment through Web Service wizards that help employees integrate databases, build workflows, synthesize speech, record phrases and prompts, and more.

Read more (Brochure, Avaya Voice Portal PDF) 

Avaya Callback Assist for enhance queue management

For businesses wanting to provide an improved customer experience during peak calling periods, we recommend Avaya Callback Assist - a highly effective solution for giving customers greater choice when encountering a queue.

Instead of a presenting the customer with a “hold or disconnect” decision, Avaya Callback Assist helps enable the contact centre to offer customers the option of a callback, either immediately when the next available agent becomes free, or at a later date and time that is convenient for the caller.

If the customer chooses to receive a callback, they are prompted to record a message with their name and reason for the call. Once the caller keys in their preferred reach number and specifies an immediate or scheduled callback, they are free to disconnect and return to other activities. At the appropriate time, Callback Assist will engage the contact centre agent and play the recorded message.

In environments utilising a CRM application, the agent will also be presented with a screen pop showing database information on the caller. Once the agent is fully prepared to handle the customer’s transaction, Callback Assist will launch the outbound call.

Read more (Brochure, Avaya Callback Assist PDF)