AYAYA Contact Center Solutions

Challenge

Increased competition, changing customer demographics, the growth of new communications media, and more demanding customers require enterprises and organizations to manage the customer experience and consistently deliver high-value service.

Solution

AACC allows enterprises to manage the customer experience with proactive engagement. AACC combines historic and real-time contextual information to improve the quality of interactions, optimizes agent utilization and productivity, and enhances supervisor performance to deliver a superior customer experience.

Benefit

Avaya Aura Contact Center is an industry-leading, cost-effective, SIP-based contact center solution that delivers a variety of enhancements to customer service capabilities for the competitive enterprise:

Flexible, user-driven multimedia access to customer care resources increases customer choice while saving costs. Persistent context for seamless and efficient customer interaction ensures that agents understand the customer’s immediate prior activity, past history, purchase behavior, and preferences.

Agent efficiency features such as multiple call handling and context-sensitive IM and e-mail editor with auto suggest greatly improve agent productivity. Supervisor effectiveness features such as simplified administration and unified reporting—both detailed real-time and historical reporting capabilities—equip managers to quickly focus on issues needing immediate attention while analyzing long-term performance and learning and applying best practices to continuously improve the agility of the contact center.

Reliability through real-time shadowing and automatic switchover of all core application components delivers uninterrupted operation.

The traditional call center—rows of agents in headsets answering calls—is becoming obsolete. In a consumer-driven, Internet-enabled world, your customers aren’t just calling you. They want to reach you via email, IM, text, and more. And simply taking calls isn’t enough to keep customers loyal—you need to proactively reach out to build relationships, upsell, and solve problems before they become deal-breakers.

In short, you need a contact center. You need to reach your customers using the communications channels they want. You need to balance inbound and outbound communications so that no one is left waiting. And you have to do all of this while cutting costs, improving agent efficiency, and maximizing the value of every customer.

Digitel and Avaya can help. From internal operations to customer relationship management, we offer solutions to help make your entire contact center more effective.

Contact us today to schedule an evaluation for your contact center requirements.  Contact Us