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Avaya Interaction Centre (AIC)
Interaction Centre is the Avaya Customer Interaction Suite software platform for enterprise class management of multimedia communications; voice, video, email, web chat, and IP telephony.
Interaction Centre simplifies the management of multimedia customer service. This helps businesses better manage service levels and exceed customer expectations during each and every interaction. An open standards-based architecture simplifies design, deployment, and management. Businesses have the ability to leverage integration with enterprise data, 3rd party enterprise applications and multi-vendor switching systems.
Key Benefits
- Better, consistent customer service: The right service at the right level, anytime, anywhere across all media channels.
- Increased revenue: Maximize the value of every interaction through consistent, personalised service and by identifying cross-selling and up-selling opportunities.
- Decreased costs: Fully integrated, end-to-end multichannel solutions versus disparate point solutions.
- Increased customer satisfaction: First contact resolution (i.e. "I'm calling you today about the e-mail I sent yesterday").
- Stronger customer relationships: Proactive contact to resolve issues.
Key Features
- Multimedia: Voice, video, email, web chat and IP telephony
- Support for MSN, AOL and SMS messaging - Utilisation of ‘Business Advocate'
- Monitoring of Service Levels, Agent State & Customer Intent
- Information utilised to optimise routing of multimedia communications - Inbound management of voice and email
- Utilisation of ‘Operational Analyst'
- Consolidation and simplification of real-time and historical reporting - Reporting: Real-time and historical
- Web collaboration
- SIP services
- Agent desktops