Why Avaya Contact Center Solutions

Focus on Communications: Avaya focuses on customer-driven processes to provide support for best-practice CRM and contact center management, customer segmentation strategies and commitment management for delivery and fulfillment that can help increase customer loyalty. The comprehensive Avaya Contact Center portfolio includes strategic alliances with market leaders that can power enterprise-wide initiatives and help improve overall business performance. Consider these Avaya advantages:

  • Strong Worldwide Presence: Avaya is unmatched in our global presence with customers and locations in over 50 countries to support you.
  • Leading Contact Center Technologies: Avaya solutions combine multimedia integration, self-service and process automation, as well as efficient and effective contact routing and work distribution engines. These combined with excellent service level management capabilities, data integration, and powerful management and reporting solutions help keep you on the cutting edge of success.
  • Industry Experts: Expert resources with proven experience and advanced tools for the design, integration, and optimization of contact center environments across technologies, platforms, and vendors.

The Avaya Contact Center strategy and solutions can help you securely, reliably and consistently:

  • Delight customers with each and every interaction, by empowering them with anytime, anywhere, and any channel access to accurate information and more personalized service.
  • Reach more customers more effectively, increase customer retention and boost customer loyalty by leveraging opportunities to up-sell, cross-sell and drive repeat business at lower costs.
  • Drive improvements in business performance by providing customers with the ability to access more information through self-service and assisted-service capabilities when it is convenient for them.
  • Enable virtualization of the enterprise as more people and resources extend beyond the office walls and be open to business opportunities from around the world.
  • Balance sophisticated functionality with rapid implementation and effective support for a faster return on CRM investments.

Avaya Customer Interactive Suite
The innovative tools from Avaya provide easy access to rich information and can help you capture best practices, improve business processes and better support your employees and business partners across your entire supply chain. Through our Customer Interaction Suite, you can deliver new levels of personalization and convenience quickly, consistently and accurately. Your enterprise can use these solutions to facilitate customer experiences that can lead directly to increased business performance.

Contact Management Solutions deliver multi-channel capabilities and simultaneous access to customer information. Your service representatives are prompted with detailed customer histories to enable effective cross selling and up selling tailored specifically to each contact. This consistent and personalized service can help increase customer satisfaction and retention. Your business managers can use the intelligent reporting and analysis capabilities to facilitate continuous improvements to manage costs and drive revenue.

Self-Service Solutions provide customers with convenient, effective, around-the-clock service whenever they require it through voice, Web, or e-mail channels. Transitioning to assisted channels is easy. Gains in contact center productivity can translate into a lower total cost of ownership and may be tied to higher employee retention rates, and lower training and recruitment costs.

Proactive Contact Solutions enable fully integrated, multimedia campaign management, resulting in a positive, and closed-loop customer engagement. They also support intelligent notification and confirmation applications that allow your service representatives to dialogue with each customer via the customer's choice of medium. Your contact center managers can use decision-making tools to boost the performance of the entire resource pool. These business benefits can help you improve customer satisfaction and help boost employee productivity.

Operational Effectiveness Solutions empower your business managers with the tools to conduct complete contact center analyses, to help drive continuous improvement and carry out effective resource management. They help ensure you deliver quality service and leverage resources effectively across your enterprise.

Partner with Avaya Global Services
Our Contact Center Expert team is one of the top global IT consulting firms. We will help you design, plan, and build contact centers, integrate CRM software with front- and back-office applications, and assess network readiness for next-generation applications, such as IP and SIP.

Avaya Alliance Solutions combines our strengths with those of the companies we have as global alliance partners. These relationships offer comprehensive solutions that meet the growing needs of our customers around the world. Together, we provide a range and depth of CRM solutions that is virtually unparalleled in the industry.

  

For more information about Avaya Contact Center Solutions, please submit the following form or contact us:

http://www.avaya.com/gcm
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contacts/sales/salescontact.htm

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Contact Management Solutions

More than one million customers, and more than 90% of the Fortune 500, as well as government organizations, rely on Avaya for secure network infrastructures and reliable voice and data applications. Our solutions provide tools to help deliver faster decision-making, profitable transactions, and closer relationships between customers, employees and suppliers. Our CRM solutions are built on a long tradition of helping our customers realize superior results through excellent communication solutions. The following customers use Avaya CRM Solutions to achieve their strategic business goals.

Case Studies:

  • University of Alabama Health Services Administration (PDF) uses Avaya Proactive Contact Management Solutions and Avaya Self-Service Solutions to lower revenue recovery cost.
  • Victoria's Secret (PDF) uses Avaya Multimedia Contact Center Solutions and Avaya MultiVantage™ Contact Center Solutions to increase revenues without adding staff.
  • Clarke American (PDF) uses Avaya Multimedia Contact Center Solutions to enable customers to choose the way they place orders: via mail, fax, IVR, or customer service agent.
  • Mellon Bank (PDF) uses Avaya Proactive Contact Management Solutions to boost productivity and build stronger customer relationships.
  • A Major Financial Institution (PDF) uses Avaya Proactive Contact Management to collect funds more effectively while maintaining great customer service.
  • Weblink Wireless (PDF) uses Avaya Multimedia Contact Center Solutions to reduce e-mail response time and serve customers faster and better.
  • Health Risk Management Inc. (PDF) uses Avaya Self-Service Solutions to offload routine inquiries to improve service to patients, providers and doctors.

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