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Contact Centres

Avaya is number one in the world for their call centre applications. Avaya have different solutions for customers sales and service needs no matter how complex the requirement or how small or large the busiess. Avaya's Call Centre is built on proven and innovative automatic call distribution (ACD) technology that offers a suite of call routing and resource selection capabilities designed to help call centre agents handle calls more effectively and to boost the overall level of productivity from the call centre.

Avaya Customer Interaction Express

Targeted at medium sized businesses Avaya Customer Interaction Express is a customizable and cost-effective customer service solution. It is an all-in-one communications suite that will enable your business to deliver the kind of differentiated service that will give you the competitive edge and improved customer satisfaction.

It enables your business to make sure each and every request is handled in the most efficient and effective way possible by intelligently routing and handling interactions across all channels, including voice, fax, SMS, email and outbound communications as well.

The suite includes:

• Voice-Inbound Routing
• Voice-Outbound Routing
• E-Mail, Fax and SMS Routing
• Skills-Based Routing
• Real Time and Historical Reporting
• CTI Screen Pop
• IVR

The Benefits:

• The right service at the right level, anytime, anywhere.
• Linking multiple sites together into one cohesive contact centre with lowered costs and improved interactions with customers.
• Increased revenue through maximizing the value of every interaction through a consistent and personalised service - and spotting cross-selling and up-selling opportunities.
• Decreased costs through fully integrated, end-to-end multi-channel solutions versus disparate point solutions.
• Increased customer satisfaction by being put through to the right person first time.
• A consistent level of customer service across all media channels (phone, email, SMS etc).
• Stronger relationships with customers through proactively contacting them to resolve issues.
  

Avaya Contact Centre Express

Targeted at medium sized contact centres, Avaya Contact Centre Express is designed specifically for intelligent routing and computer telephony integration (CTI).

Features:

• Desktop applications, including agent applications, supervisor applications, and utility applications.
• Framework applications, including intelligent routing, interaction data, and centralised configuration.
• Multi-channel routing for voice, e-mail, and Web chat.
• Outbound dialing with automated and agent-initiated contact preview.
• Powerful application development tools for complete customization and integration.
• Simple and fast wizards for desktop screen pops and routing rules.
  

Avaya Interaction Centre

Interaction Centre is the big beastie of contact centres! This multichannel (voice, email, web, SMS) contact management software enables businesses to better align real-time contact centre operations with achieving your business objectives whilst executing superior customer service.

Routing is guided by common business rules that make the best use of your agent resources based the knowledge of your business and service level conditions combined with agent skills and availability.