Avaya IP Office™ Contact Center · 2018. 3. 19. · IP Office Contact Center \(IPOCC\) is a...
Transcript of Avaya IP Office™ Contact Center · 2018. 3. 19. · IP Office Contact Center \(IPOCC\) is a...
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Integrate voice, email, and web chat channels at the pace you choose With IP Office Contact Center, you can
integrate voice, email, and web chat
channels, and proactively manage the
entire customer interaction lifecycle.
Your business can begin at its own pace
with one channel like voice, for
example, and add other channels such
as e-mail as your customer experience
objectives evolve.
With Avaya IP Office Contact Center,
you can implement a comprehensive
end-to-end customer service strategy to
help make your business a customer’s
first choice.
avaya.com | 1
Generates Fast Return on Investment
• Predictable monthly expense
• Fast deployment
• Intuitive user interface minimizes end user training requirements
Improves Customer Engagement
• Enables delivery of consistent, personalized service to customers across multiple media channels and locations
• Streamline customer interactions with CRM integration to packages like Salesforce and SAP
• Leverage real-time and historical information to monitor business operations; make immediate changes when needed
Simplifies Operating Environment
• Proven infrastructure, reliability, performance, support and data security
• Eliminates the complexity of supporting multiple sites and at-home agents
• Automatically receive software updates and upgrades
• Start with as little as five agents; scale as business requirements evolve
POWERED BY AVAYA IP OFFICE™ CONTACT CENTER
The Cloud-Based Customer Engagement Application for Small and Midsize Businesses
More than 24 million people worldwide rely on the Avaya IP Office platform to
power communications, improve employee productivity and reduce costs. IP
Office Contact Center extends innovation in Avaya IP Office to give small and
midsize businesses a robust, flexible and hassle-free cloud-based customer
engagement application for organizations that want to differentiate their
customer experience from the competition and generate customer loyalty.
http://avaya.com
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I wanted to know
more about the calls
we receive and how
we handle them. We
needed to be aware
if we were missing
calls, to introduce
skills-based routing
and have the ability
to coach our
advisers.
—Viv Livingstone, Customer Care Manager, dwell
2 | avaya.com
“Key Highlights at a Glance
Learn MoreTo learn more about the IP Office Contact Center solution, contact your
Avaya Account Manager or Avaya Authorized Partner, or visit us at avaya.com
About AvayaAvaya enables the mission critical, real-time communication applications of the world’s most important operations. As the global leader in delivering superior communications experiences, Avaya provides the most complete portfolio of software and services for contact center and unified communications— offered on premises, in the cloud, or a hybrid. Today’s digital world requires communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit avaya.com.
© 2017 Avaya Inc. All Rights Reserved. Avaya and the Avaya logo are trademarks of Avaya Inc. and are registered in the United States and other countries. All other trademarks identified by ®, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc.12/17 • CC7815-1
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Integrated multichannel customer contact solution for voice, e-mail, and web chat – provides optimal accessibility for multiple communication channels; customers are free to choose which channel they prefer when doing business with you
Skills-based routing – route customer inquiries to the employee best qualified to handle them, based on employee skills, channel, expertise, preferred language and past experience with a particular customer or situation
Voice and self-service – allow customers to serve themselves to increase customer responsiveness and decrease employee workload
Call Recording and Interactive Voice Response (IVR) – increase business security and productivity with call recording; leverage the IVR to make specialized announcements and streamline call routing
Customer prioritization – define and prioritize customers using your business strategies. Permit customers to request a callback while maintaining their original queue position
Telemarketing – improve productivity by having customer support personnel conduct targeted outbound telephone campaigns using pre-defined scripts, helping increase customer acquisition, sales and brand loyalty. Also supports targeted email campaigns
Historical reports – more than 30 out-of-the-box reports help you identify, measure and pursue improvement opportunities
Localization - supports blended multichannel capabilities in English, Spanish, French, German, Italian and Brazilian Portuguese
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