Businesses are continuously challenged to adapt to changing customer needs and differentiate their service experience while balancing investments in staff and technology. Avaya, the global leader in call centers and a leading provider of communications applications, systems and services, today introduces new Avaya Customer Interaction Suite capabilities that enable businesses to cost-effectively deliver superior customer service by putting the enterprise at the service of the customer.
The new capabilities delivered by Avaya's highly scalable Customer Interaction Suite allow customers to be served by the most capable resources throughout the enterprise using new capabilities such as streaming video while providing a complete view of the customer experience. All enterprise resources from the contact center to sales offices to supply chain to billing to other support functions can be instantaneously engaged to serve customers cost-effectively, regardless of location. Moreover, customers are demanding to be served through a variety of media. Avaya's new capabilities include the integration of live or streaming video, delivering a richer experience for those customers interacting through PCs or smart mobile devices. New analytics capabilities allow enterprises to manage and tailor the customer experience through the use of real-time monitoring and historical data analysis tools.
End-to-end Session Initiation Protocol, or SIP, support is at the core of the new capabilities of the Avaya Customer Interaction Suite. SIP is an emerging Internet standard for communications that enables people, resources, and devices to be intelligently connected over IP networks regardless of their location.
"The confluence of open standards, advanced technologies and evolving IT environments are enabling 'decision-oriented enterprises' where business processes and technology - together - allow the organization to respond to market and customer requirements with reduced decision-making friction," said Mary Wardley, Research vice president, CRM Applications at IDC. "Avaya's announcements focus on addressing this new environment and delivering key enabling functionality and technology."
As a leader in the transformation of the nation's healthcare delivery system, SHPS needed a way to optimize customer care quickly for its health advocacy and health benefit solutions. SHPS implemented the new release of Avaya Call Center to help increase capacity for seasonal customer call traffic and to standardize call flows for its 24-hour nurse line.
"SHPS' contact center increases by more than 200 agents in peak season, and we needed a way to cost-effectively handle the necessary capacity while balancing the load between our four service locations in states across the country," said Mike Johnson, director of Network Services, SHPS. "The Avaya solution enabled us to rapidly integrate sites and expand capacity with enough flexibility to meet our growth projections and accommodate our plans to add new capabilities as customer communications preferences evolve."
The ability to deliver richer customer service demands an equal improvement in reporting and analytics that empower managers with real-time insights into the customer experience and agent performance. Today, Avaya is introducing Avaya IQ, the newest member of the Customer Interaction Suite, a reporting and analytics solution that integrates disparate data inputs and dynamically analyzes and links the data to the company's overall business objectives. Avaya IQ enables businesses to fully assess the complete customer contact experience. It defines both good and bad agent behavior and delivers real-time information allowing companies to rapidly optimize customer care. Avaya IQ enables the delivery of highly differentiated service resulting in improved customer acquisition, retention, and satisfaction.
SITEL, a global contact center services company, is using Avaya IQ to improve management of their contact centers around the world.
"Avaya IQ makes it easy for managers in our centers across the globe to view reports in their own time zone," said Kelly Leister, senior telecom analyst, SITEL. "The depth of analysis we receive simplifies the previously time-consuming process of identifying both problem and exemplary agent behaviors. It's information we can act on quickly to advance our business and deliver excellent service for our clients" - Avaya.
Posted February 28th, 2007 by Nymphadora
