Contact Centres

The traditional call center—rows of agents in headsets answering calls—is becoming obsolete. In a consumer-driven, Internet-enabled world, your customers aren’t just calling you. They want to reach you via email, IM, text, and more. And simply taking calls isn’t enough to keep customers loyal—you need to proactively reach out to build relationships, upsell, and solve problems before they become deal-breakers.

In short, you need a contact center. You need to reach your customers using the communications channels they want. You need to balance inbound and outbound communications so that no one is left waiting. And you have to do all of this while cutting costs, improving agent efficiency, and maximizing the value of every customer.

Avaya can help. From internal operations to customer relationship management, we offer solutions to help make your entire contact center more effective.

Distributed 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:

  • Server consolidation helps companies eliminate underused hardware and related expenses. It can help reduce maintenance costs by up to 15%, and application acquisition costs by up to 35%
  • Resource pooling increases the efficiency of your existing equipment across your company, with gains of up to 8%
  • 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 multi-site contact-center model that is flat, consolidated, and easily scalable.

Optimize use of agents across locations

The solution enables “just in time” work allocation, increased agent occupancy and reduced idle time. This reduces staffing costs, and frees supervisors for mentoring and coaching agents. In one application for a large wireless service provider, efficiency gains translated into a 9% agent reduction. At the same time, this supports business continuity, since the sites can also act as failover locations.

 

Enhance customer loyalty

Embedded Avaya business logic reduces wait times, ensures skill-based routing, and connects top-tier customers with the most highly skilled sales associates. For a vehicle maintenance organization, lower wait times resulted in a 61% improvement in average speed of answer and a 53% decrease in caller abandons.

Lower costs

Consolidation reduces businesses’ hardware needs and maintenance costs. Improved efficiency lowers staffing requirements. And increased customer loyalty can help lower retention and acquisition costs.

Remote Workers

Home Agent lets contact center agents work from home, remote offices, or anyplace with an Internet connection. This unified communications solution supports both flexible work arrangements and virtual contact centers, giving businesses maximum freedom in the way they recruit and deploy their agents.

The solution consists of an Avaya one-X Agent® or IP Agent softphone at the employee’s desktop,  driven by Call Center software running on the Avaya Aura™ Communication Manager system. When connected this way, home agents appear transparently to reporting software, wallboards, workforce management software, and other performance solutions.

This high level of integration allows businesses to get the contact center capacity they need, while still having the flexibility to recruit agents as needed, from virtually anywhere, without paying for the cost of additional office space.

Hire and retain the best agents

Because the solution works from any Internet connection, you can hire well-qualified agents regardless of geography, and you can hold on to them even after they move. Working from home can reduce stress on employees, keeping them happier and reducing turnover.

Improve customer service

The flexibility of the Home Agent solution allows businesses to more easily offer 24-hour customer service, or to serve customers across multiple time zones without opening multiple offices.

Reduce costs

Virtual call centers reduce real estate, heating, cooling, and other office-related expenses. And improved employee retention can help reduce personnel costs.

Build a more flexible and resilient business

Easily add remote agents when call volumes surge, and gain flexibility for your business continuity and disaster recovery plans.