Avaya, introduced its next-generation of contact centre solutions to meet the real-time demands of a rapidly evolving customer service environment.
Central to the new offerings is Avaya Aura Contact Centre, a multimedia work assignment application for mid-size contact centres that connects customers and their information to the right agent or expert via any communications mode (i.e. voice, video, e-mail, chat). It uses the Session Initiation Protocol (SIP)-based collaborative session model of Avaya Aura – the company's business communications applications platform – to enhance the efficiency and quality of customer service. Avaya Aura Contact Centre complements the large enterprise solutions of Avaya Aura Call Centre Elite, and will serve as its multimedia extension.
Avaya Aura Contact Centre also enables increased agent productivity, since agents no longer have to juggle separate communications channels across multiple systems. A single desktop agent application can be used to track and manage up to six types of transactions simultaneously – one voice and five non-voice (email, web chat, etc). It also lets businesses deliver advanced work items, such as online applications or claims, to agent desktops via an 'open universal queue', which used to require a separate workstream.
Additionally, during incoming customer instant messages or chats, the solution identifies context-sensitive keywords, which are matched up with prepared textual responses the agent can use to speed interactions. Keywords can also be used to create a list of relevant available experts, reducing the time spent searching for them.
Other solutions unveiled include:
Avaya Aura Workforce Optimization (WFO): Avaya introduces its first integrated offer in workforce optimisation, enabling companies to make more informed decisions about customer service. WFO includes recording and quality monitoring to capture and synchronize an agent’s audio and screen activity so supervisors can see the full scope of interactions. Insight gained through quality monitoring has been forecast to reduce agent training time by 30 percent.
Avaya Proactive Outreach Manager: Designed to let businesses reach out to customers via self-service, Proactive Outreach Manager places all multimedia interactions on a single platform. This enables businesses to go beyond outbound calling to more effectively use outbound notification campaigns incorporating several modes of communications. Hotels, for example, can use it to send room availability notices and promotions, while manufacturers can more effectively provide real-time updates on shipments.
Other introductions include Avaya Aura Call Centre Elite 6.0, the new version of Avaya's call routing software for large enterprises, which now offers greater capacity and includes the adaptive, predictive routing capabilities of Business Advocate as an entitlement. The company also provides Avaya IQ 5.1, the company's powerful reporting and analytics solution, which gains improved capacity (900 simultaneous users), availability, and graphical views.
"As next-generation communications takes hold, businesses recognise that customer expectations continue to move in one direction – up," said Anthony Bartolo, General Manager, Contact Centre Solutions, Avaya. "Avaya Aura Contact Centre and our new people-centric collaboration solutions provide the tools to more effectively manage experiences, both for customers and the agents who serve them."
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Updated Date: Feb 02, 2017 22:39:44 IST