Avaya Call Center Solutions | Networking & Communication | Avaya Aura | Avaya PABX

Avaya Aura® Call Center Elite.

INTELLIGENT, PERSONALIZED CONTACT ROUTING MAKES THE PERFECT MATCH BETWEEN YOUR AGENTS AND CUSTOMERS

Deliver a unified and highly personalized customer experience that builds your brand and fosters long-term loyalty.
Enable your business to handle all types of customer interactions more efficiently by helping to ensure that the right resources are readily available to your customers. With intelligent routing and resource selection features, you can determine if customers should be served by the least busy agent, the first available agent, or the agent with skills that best match your customer's needs. With a single pool of agents, regardless of location, assisting your customers and prospects through their preferred contact channel, you are equipped to deliver the right customer experience every time.

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Avaya Aura® Contact Center Select.

A Multi-Channel Contact Center Solution for Avaya IP Office™.

• Build a contact center with robust capabilities that show you the entire customer lifecycle, so you can anticipate, automate and accelerate customer interactions.
• Give your agents complete views of customer interactions, on every channel customers choose. Seeing customer history at a glance streamlines agent work and helps improve agent efficiency.
• Respond immediately to the context and tone of customer interactions. Deliver faster, smoother service, which can increase customer satisfaction and differentiate your business.
• Analyze your customer journey in detail and make the process and policy changes you need to deliver exceptional customer experiences and increase Customer Lifetime Value.
• Support and unify agents in the office, at branch locations, or working from home. Avaya Contact Center Select is designed for businesses with 10-400 customer-facing agents.
• Deploy fast. You can be up and servicing customers in as little as four hours.

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Avaya Aura® Application Experience Portal.

Customer Engagement with a Personal Touch.

Every customer interaction holds the promise of making a positive impression. You can tip the balance in your favor by engaging with your customers when and where they want on the devices of their choice.
When you have hundreds, thousands, or even millions of customer interactions, a multichannel application platform can unify and orchestrate every action - and personalise it for each customer. You can engage with customers via mobile, voice, video, email, or SMS text, plus design and manage all the different interactions from a single platform.
With Avaya Aura Experience Portal, your organisation can connect with customers in new ways and take advantage of all the popular mobile channels, including SMS text and mobile phones.

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Avaya Oceana® Solution.

Drive Customer Satisfaction, Loyalty and Lifetime value.

Your customers demand exceptional, personalized experiences—every time. Avaya Oceana, our comprehensive omnichannel solution, gives you the insights and tools you need to keep them happy and coming back.
Use real-time 360º data to fuel smarter decision-making, enhance agent-customer interactions, and drive loyalty. Optimize operations with seamless system and workflow integrations, and cultivate new opportunities with prepackaged and customized options. Choose the deployment option that best suits your needs—on premises, in the cloud, or hybrid—and leverage our extensive expertise to design, implement and optimize your solution.

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Avaya Aura® Workforce Optimization.

A Deeper, More Meaningful Look at Customer Interactions.

Leverage intelligent insights to operate more efficiently while delivering your customers an exceptional service experience. Unite all your workforce optimization requirements under one, integrated platform. Then, capture, share, and act on information from across your enterprise - especially your contact center and back-office - and use the data to make informed decisions faster.
Processes that are cumbersome and cause dissatisfaction can be readily identified, modified, and addressed. Agents who are not getting the proper training or assisting customers appropriately can be identified and coached. Customer problems and issues can be quickly identified and resolved. All of which enables you to achieve your corporate objectives and deliver a superior customer experience.

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Avaya Aura® Workforce Optimization Select.

Improve Agent Performance and the Customer Experience You Deliver.

• Generate relevant and timely insights into the customer experience you’re delivering. Capture and analyze voice and non-voice customer interactions with a scalable, flexible, and secure recording platform designed for midsize businesses. See where your service is excellent and where to make changes.
• Define and deliver a consistent customer experience that meets your goals and your customers’ expectations. Leverage interaction data to determine enhancements to service processes, policies, and agent practices.
• Improve agent performance, agent loyalty, and customer satisfaction with targeted coaching plans and eLearning courses that help improve agent knowledge, efficiency, and productivity.

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