New Avaya
Intelligent Customer Service Solutions
Avaya today announced new contact centre solutions which
they say provide businesses with a more cost-effective,
simplified and productive way to deliver customer
service - while improving experiences for customers. The
solutions include new SIP capabilities benefiting all
facets of a contact centre - for IT administrators
seeking to streamline contact centre operations,
customer service agents working anywhere, and customers
demanding faster service with a personal touch.
Avaya's new solutions now provide "end-to-end" SIP -
running from the service provider trunk to an agent's
desktop phone - taking greater advantage of the open
nature of SIP. This approach helps businesses cut costs
and simplify the implementation of customer service
operations. A new, low-cost Avaya SIP contact centre
phone completes the end-to-end SIP solution. The phone
does not require the addition of CTI middleware (i.e.
softphone), further streamlining savings and network
management.
Avaya's new SIP capabilities also drive greater
flexibility and productivity for contact centre agents.
The new SIP contact centre phone gives agents essential
contact centre features (such as "work mode display" and
"alert tones for skill changes"), while providing a
foundation for evolving with presence-based
capabilities, such as identifying real-time availability
of experts. The phone can also be set up in an agent's
home via a secure VPN, increasing productivity for
home-based agents. Other critical contact centre
capabilities are now available via SIP trunks as an
alternative to existing ISDN trunks. This includes the
ability to pass customer calls and secure information
between contact centres, which helps ensure customer
data is available to agents assisting their customers.
Customer experiences are improved through a new Avaya
video self-service solution that can use SIP to
affordably deliver multimedia customer experiences
through dynamic video content. Avaya enhances self
service - a process which lets callers use menu-based
options to interact with a company - by 'pushing'
video-based menus and content to customers calling into
a company using a 3G mobile device, video kiosk or PC.
Customers can see branded visual menus to choose
options, or they can view advertisements, presentations
or instructional videos while waiting for an agent. A
cable company, for instance, can show movie previews as
a customer waits for an agent, or an electronics
retailer can display instructional videos for a new
product.
The new SIP capabilities announced today are powered by
new versions of Avaya Communication Manager 5.0 - the
industry-leading IP telephony software and Avaya Call
Center 5.0, the company's routing and resource matching
software. The SIP-enabled contact centre phone is Avaya
Agent Deskphone 16CC, and the new video self-service
solution is called Avaya Interactive Voice and Video
Response.
Avaya Outbound Calling Strengthened For Improved
Management, Efficiencies Avaya also announced the new
version of its customer outreach solution - Avaya
Proactive Contact 4.0 - used for automated outbound
calling to customers for loyalty purposes (such as
appointment reminders) or revenue generation
(telemarketing campaigns). The new version strengthens
capabilities to simplify management and reduce the cost
of outbound calling activity.
New "wizards" enable contact centre supervisors to
create and edit customer lists by themselves, saving
time and money. Additionally, enterprise-wide licensing
makes it easier to deploy agents during spikes and
slowdowns in customer activity. New open source Red Hat
Linux support is also available, enabling easier
integration of Proactive Contact with other Avaya
contact centre solutions, all of which run on the Linux
platform. Full Linux integration reduces the need to
manage multiple operating systems, and cuts hardware
procurement and maintenance costs.
Also strengthened is Proactive Contact's security, which
now encrypts all data transmissions, including user
names, passwords, and information passed between an
agent desktop and the dialer.
Avaya Customer Voiceware Reduces Integration Time by
50-60% with Avaya SIP Voiceware, a leading provider of
contact center solutions and professional services in
Spain, taps the benefits of Avaya's SIP-based solutions
to serve clients ranging from regional utility companies
to large financial institutions. Voiceware integrated
SIP as a more cost-effective way to provide its clients
superior customer service solutions. On average,
Voiceware has been able to cut CRM integration time by
fifty to sixty percent by using Avaya Call Center 5.0
with SIP trunking.
"SIP lets us provide better service to our customers
while simplifying integration. SIP enables us to have
remote agents work from home and provide Tier 2
technical support. This not only reduces operational
costs, but enables us to expand our business
opportunities by offering offshore technical support to
other countries," said Jorge del Rio, managing director
of Voiceware. "One of the primary benefits that we have
seen with the Avaya solution is the new open
architecture based on SIP that enables us to integrate
with other vendors and use SIP trunking to connect to
new Telco services," he added.
Contact Center Solutions Available in Standard and
Advanced Packages For greater convenience, Avaya's
contact center solutions are now available in standard
and advanced editions which offer bundled, end-to-end
contact center solutions for businesses. The Standard
Edition includes applications such as inbound/outbound
routing, voice self-service and agent instant messaging,
while the Advanced Edition adds capabilities such as
adaptive predictive routing and SIP voice and video.
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