Contact Center

Our Contact Center solutions enable seamless customer experience that is second to none. Irrespective of your business size, being able to provide your customers with rich and robust customer experiences will be a major factor to the success of your business.

Avaya IP Office Contact Centre for small and medium organizations and Avaya Aura Contact Center for Midsize enterprise.

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IP Office Contact Center

A Simple and Robust Multichannel

Customer expectations have risen dramatically, requiring companies to develop a far broader set of capabilities for their customer interactions. To be successful today, small and midsize businesses must be capable of responding swiftly, efficiently and accurately to their customers no matter which channel of interaction – or combination of channels – customers choose.

IP Office Contact Center is a simple technology powered by IP Office to enable small and medium organizations of any kind to be able to provide out of the box customer support solutions to their customers, hereby enhancing customer engagement, retention and satisfaction.

Businesses that want to differentiate themselves in today’s competitive global market environment must be able to provide superior service and high quality customer interactions. The demands placed on an efficiently functioning contact center are high: service must be superior, and tailored to the individual needs of customers. Idle time and operating costs need to be reduced, while at the same time the business must be accessible around the clock, and still have the ability to respond quickly during peak busy times.

IP Office Contact Center is a true end-to-end solution for businesses that want to differentiate their services from the competition, achieve better customer segmentation, and increase the value of each customer relationship – which can translate into more satisfied customers and a more profitable business.

With IP Office Contact Center, businesses can integrate voice, e-mail, and web chat channels, and proactively manage the entire customer interaction lifecycle. Your business can begin at its own pace with one channel such as voice, for example, and add other channels such as e-mail as your objectives evolve and able to scale between 5-100 agents.

Complete End-To-End Customer Service Strategies

With Avaya IP Office Contact Center, you can have a complete end-to-end customer service strategy to make your business a customer’s first choice implemented for you. This fully integrated suite can deliver a variety of values and benefits to the customer, such as:

  • Maximizing the value of every interaction by delivering consistent, personalized service and identifying cross selling and up-selling opportunities
  • Stronger customer relationships by enabling every employee to be a customer advocate, providing exceptional customer service across the business
  • Delivering the right service at the right level, anytime, anywhere through skills-based routing and multichannel capabilities
  • Increasing first contact resolution (i.e. “I’m calling you today about the e-mail I sent yesterday”)
  • Enabling your employees to be more productive by giving them the tools they need to proactively reach out to customers with new opportunities or to resolve issues

Avaya IP Office – Customer Service

 


Avaya Aura Contact Centre


The Avaya Aura™ Midsize Solution for Enterprises delivers rich Unified Communications (UC) and Contact Center (CC) capabilities to companies with 101 to 2,400 users (and up to 250 locations and 400 contact center agents). The Avaya Aura™ Midsize Solution for Enterprises runs on a single server and uses System Platform virtualization technology to simplify deployment and management of these applications:

Avaya Contact Centers

Avaya Aura Contact Center