Avaya Aura® Contact Center allows organizations to leverage real-time and historical information to deliver seamless, context-sensitive customer care. It facilitates communication via voice and multimedia channels, so businesses can deliver service on their customers’ own terms.
This software solution uses SIP along with standard SOA and Web-services interfaces to provide maximum flexibility. It helps organizations better anticipate customer needs and offers advanced functionality to quickly, efficiently, and cost effectively satisfy those needs.The result is a contact center that consistently delivers a unified, efficient, and highly personalized customer contact experiences that build brands and enhance loyalty.
Avaya delivers contact center innovations with solutions for multimedia channels, workforce optimization, and outbound self-service.Avaya Aura® Contact Center allows organizations to leverage real-time and historical information to deliver seamless, context-sensitive customer care. It facilitates communication via voice and multimedia channels, so businesses can deliver service on their customers’ own terms.
This software solution uses SIP along with standard SOA and Web-services interfaces to provide maximum flexibility. It helps organizations better anticipate customer needs and offers advanced functionality to quickly, efficiently, and cost effectively satisfy those needs.The result is a contact center that consistently delivers a unified, efficient, and highly personalized customer contact experiences that build brands and enhance loyalty.
Benefits of Avaya Aura Contact Center
Thrill your customers The software’s multimedia capabilities facilitate routing of communications via voice, email, instant messaging and more. Context preservation allows employees to better anticipate customer needs, improving first-contact resolution.
Enhance agent efficiency Powerful desktop software allows agents to simultaneously handle multiple contacts and quickly access customer context information.
Make supervisors more effective A suite of easy-to-use administration tools reduce complexity and lower implementation overhead.
Get maximum flexibility Open standards and a SIP-based architecture simplify development and integration of new functionality. And a low server footprint increases agility while offering room for growth.
Improve security and reliability The software features real-time shadowing and automatic switchover for all core components, with zero-touch recovery.
Multi-Media - Connect with customers on their terms
Today’s consumers are more wired and technically savvy than ever before with email, IM and the web serving as primary sources of information. Businesses wanting to gain a competitive edge with such customers know that a contact center must do more than simply manage customer service calls.
Avaya Contact Center Control Manager provides centralized operational administration exclusively for Avaya 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.
Access Control Roles based access control offers an advanced security engine that includes role based permissions that is integrated to Active directory.
Graphical Call Flow Design Tool This allows administrators to drag and drop icons to create vectors with export capability to Visio.
Multi Tenancy The customer central web portal allows service providers and outsourcers to provide end customers access to the Avaya environment with full partitioning.
IVR This enables the design and management of voice applications from the web interface and enables control of the entire IVR.
Enterprise customer service operations are going through a transition in response to changing demographics and new technologies for communication and interaction. Companies can benefit from this transformation—extending and enhancing their level of customer engagement—by implementing end-to-end customer experience management solutions: context-aware service strategies in the contact center, the enterprise and across the growing array of social networks. Failure to adapt poses significant, short-term and long-term risks. In this white paper, we provide an overview of how Avaya views customer experience management and a brief look at some of the key steps enterprises can take to begin implementing an end-to-end experience management strategy today.
