AVAYA > Products > Contact Center/CRM

Contact Management

Contact Management solutions help enable higher agent productivity, optimized investments, more effective contact center operations, and more consistent personalized service for every customer. Avaya approachs multi-channel contact center solutions through intelligent routing; voice, Web, and e-mail interactions; and virtual enterprise and contact center applications. Customer information is universal and up-to-date for every contact, even across multiple locations and networks.

Self Service

Self-Service solutions provide customers with convenient, cost-effective, around-the-clock service via voice, Web, or e-mail. Customers can get accurate answers to their requests regardless of time and location, through voice and speech access, intelligent automated e-mail response, and Web self-service. Seamless self-service integration with the Customer Interaction Suite can provide instant enhancements to the customer experience without an increase in resources. Business process automation can improve customer satisfaction and reduce operational expenses, while the use of open IP standards increases leverage of existing IP infrastructure investments.

Proactive Contact

With Proactive Contact capabilities, customer interaction extends beyond reactive relationships to more interactive and effective sales and service opportunities. Matching agents with the right customers, and providing the information needed for more effective closure of cross-sell and up-sell opportunities, lowers operating costs while increasing revenues with a more efficient staff. Proactive communications with integrated support for voice and speech automation and predictive contact capabilities improve business efficiency and increase revenues. The real-time reporting and monitoring of distributed multi-vendor proactive contact servers help ensure regulatory compliance, as well.

Operational Effectiveness

Operational Effectiveness tools provide comprehensive real-time monitoring for faster, more informed management decisions, historical insight for accurate trending and planning, and enhanced efficiency for better overall business performance. Using the common reporting and analytic tools that integrate agent performance management capabilities and overall operational performance data collection, organization, archiving, and analysis can create great efficiencies for any contact center.