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Contact Center

The traditional call center is almost obsolete. In today’s omni-channel world, customers want to reach out via email, IM, text, chat, and more. Taking calls isn’t enough to keep customers loyal—proactive effort is required to build relationships, up-sell, and solve problems before they become deal-breakers.

Cutting Edge Solutions for the Modern Contact Center

The new contact center empowers a company to interact with customers using the communications channels they desire, balancing inbound and outbound communications so that no one is left waiting. It can help cut costs, improve agent efficiency, and maximize the value of every customer.

An expert at deploying Contact Center applications from companies like Avaya and Enghouse Interactive, CTI provides solutions that make your entire contact center more effective – from internal operations to customer relationship management. This includes Call Accounting for itemizing calls made and received, and Call Recording for training, quality assurance, and dispute resolution.

Distributed IP Contact Center

Multi-site contact centers can create costly, efficiency-draining levels of infrastructure complexity. The Avaya Distributed Contact Center solution helps reduce that complexity resulting in more efficient operations, lower costs and reduced staffing needs, yielding hard-dollar ROI.

The solution consists of three components:

  1. Server consolidation helps companies eliminate underused hardware and related expenses. It can help reduce maintenance costs by up to 15 percent, and application acquisition costs by up to 35 percent.
  2. Resource pooling increases the efficiency of your existing equipment across your company, with gains of up to 8 percent.
  3. Advanced Logic adds a layer of unique Avaya business intelligence to the contact center, further increasing efficiency. This improves customer loyalty, leading to increased revenue.

The result is a flat, consolidated, and easily scalable multi-site contact-center model.

Intelligent Customer Routing

 

Avaya has unified self- and assisted- service into a single smart call routing solution that dynamically manages available media and IT resources while enabling a personalized high-value service from start to finish.

Customers are greeted intelligently based on business insights. While customers are waiting for live agents, Intelligent Customer Routing can present personalized up-sell or cross-sell messages, call-back options, and even opt-in services to proactively notify customers of transaction status—for example, billing and appointment reminders.

Leveraging the power of SIP, Intelligent Customer Routing lets customers connect with agents and subject experts anywhere in the enterprise.

“CTI was like the friend that held my hand through the process. They made the transition painless and easy. We didn’t know how bad our former service was until we began using CTI. And CTI’s customer service is second to none.”
– WORLDHOTELS