Avaya, the global leader in call centers and a leading provider of communications applications, systems and services, has 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 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." |
