Avaya
Pushes in to Retail Sector with Product Launches
Avaya has introduced two new customer service
applications which they say enable customers to get the
information they need, when they need it, to drive
dramatic improvement in customer service and revenues
for enterprises.
Avaya is providing IP telephony software to power a
unique “find the expert” feature from the new Motorola
CA50 VoIP-enabled wireless scanner, which quickly helps
find the best suited sales associate on the store floor
when the customer is making a buying decision. It is the
first such solution available in the retail industry.
Avaya is also announcing a video customer service
solution that offers live, high-definition, two-way
video communication for in-store customers.
Avaya Specialist Connect for Retailers uses intelligence
built into Avaya Communication Manager IP telephony
software to quickly locate specialists who are ready and
willing to help customers. Equipped with Motorola’s
CA50, a VoIP-enabled wireless scanner that is small and
light enough to wear on a lanyard, any store associate
can now use the Avaya Specialist Connect capability to
summon help through a simple directory look-up, or
automatically by pressing a button after scanning a bar
code.
The company says the solution is ideal for the retail
environment, where store associates need bar code
scanning combined with voice communications. The CA50 is
compatible with Avaya's market-leading IP telephony
software platform, Avaya Communication Manager, to
deliver an “all in one,” industry-specific
communications application for the retail, health care
and hospitality industries in a single, low cost device.
Avaya also is introducing Avaya Video Assistance for
Retailers, which features the ability to do standard or
high-definition, two-way video communication for
in-store customers. Available worldwide, the solution
combines Avaya IP telephony and contact centre software
with award-winning video collaboration capabilities from
Polycom. Avaya call routing capabilities ensure that
customer calls are sent to the right agent, while the
two-way video provides sharp, clear images in full
motion video enables clear, natural conversations.
Video Assistance provides a means for retailers to
extend their sales and technical resources to customers
without the need to fully staff every location. No
longer will customers leave the store without the item
or the service they came in to purchase because staff
was not available or did not have the right expertise to
help the customer. Using Avaya’s video kiosk solution,
customers get a satisfying, personalized experience,
whether or not sales or technical support staff is
available.
For example, from the sales floor, customers can easily
link to an expert for a firsthand description of product
features or a demonstration of how a product works. A
bank branch could use a kiosk to provide a personalized
response to questions concerning particular investment
offers or loans.
As a result, customers can complete their transactions
in the store, reducing the possibility of losing the
sale – or losing the customer to a competitor.
“By integrating Avaya’s intelligent communications
software into solutions from Motorola and Polycom, Avaya
is able to help stores and other consumer-intensive
enterprises solve their real-world business challenges,”
said Marissa Russotto, director, Industry Solutions
Group, Avaya. “Controlling costs and providing a high
level of service to customers is one key to a retailer’s
success. With these new solutions, customers can now be
cared for more efficiently by leveraging experts from
the entire business, not just the local in-store
associates. And in-store associates are made more
effective with information at their fingertips, enabling
them to deliver the right information the first time
customers ask for it.”
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