Contact Center
Connect with your customers on their terms
Go beyond phone calls – let customers reach you via text, IM, email, or chat.
Use Avaya Contact Center to manage all of your contacts – for email, chat, SMS, IM, and social media – the same way you manage your inbound and outbound voice interactions. You can even reduce call volume and improve efficiency when you expand customer interactions to lower cost channels like chat and SMS/text – all managed through a single agent desktop interface.
Avaya Contact Center
Contact Center is a true end-to-end solution for small and midsize businesses that want to differentiate their services from the competition, achieve better customer segmentation, and increase the value of each customer relationship – which can translate into more satisfied customers and a more profitable business.
This fully integrated suite can deliver a variety of values and benefits to the customer, such as:
- Maximizing the value of every interaction by delivering consistent, personalized service and identifying cross selling and up-selling opportunities
- Stronger customer relationships by enabling every employee to be a customer advocate, providing exceptional customer service across the business
- Delivering the right service at the right level, anytime, anywhere through skills-based routing and multichannel capabilities
- Increasing first contact resolution (i.e. "I'm calling you today about the e-mail I sent yesterday")
- Enabling your employees to be more productive by giving them the tools they need to proactively reach out to customers with new opportunities or to resolve issues
Integrate your contact center processes and applications with your business processes and applications to help streamline and automate functions that were previously manual.
- Flexible media distribution
- Integrated multi-channel customer contact solution
- Customer prioritization
- Skills-based routing
- Voice and self-service solutions
- Enhanced outbound campaigns
- Telemarketing
- Online monitoring
- Historical reports
- Interactive Voice Response (IVR)
- Call recording
- Remote workers