If you were to take a look at your business today and compare it to your business a decade ago, it would be unrecognisable.
Ground-breaking changes in technology have transformed the lives, and in particular, the business lives, of virtually everyone on the planet. Once upon a time, the cloud was something you’d fly through on holiday. Now it controls everything we do.
The same is true for contact centres. Once they were noisy, cavernous halls full of people taking telephone calls as they tried to help their customers. They were difficult to control and were often seen as an unwelcome drain on a company’s resource.
Today the centre is unrecognisable having transformed into a cloud-based tool that helps propel businesses forward. A good contact centre is an efficient, and cost-effective, mix of channels – web, phone, email, social, mobile and live chat – that help keep companies and customers connected.
Leading the charge in this space is Avaya contact centre, bringing all the elements together in one simple, positive experience. In fact, that’s their goal – to give your customers a smart, positive experience that will win a lifetime of loyalty. Easy to say of course, so how do they achieve it?
AI Infused Solutions
Your customers are ‘met at the door’ with artificial intelligence (AI) and shown a fast, efficient path to the solution they’re looking for. They’ll receive a context-driven experience on the channels they prefer, and there’s always an Avaya agent on hand to help and to keep pace with customer expectation. Avaya contact centre capabilities have been partnered with Google Cloud AI to create a seamless customer journey.
Natural Connections
Yet none of us wants to feel we’ve been handed over to a machine. That’s why the Avaya contact centre strives to build natural connections between your agents, your customers and your business. Consequently, there’s a deep culture of putting the customer first. By aligning people with processes and applications, the result is a smarter collaboration, faster information sharing and better decision making.
Empowered Agents
Avaya empowers your agents with consolidated, but above all, relevant information about your company and customers. This deeper understanding of business and customer relationships makes the team more efficient and effective. It means they can keep pace with customer expectations while creating great outcomes. The goal is an effortless, seamless and rewarding experience for everyone.
Real-Time Reporting
An Avaya contact centre is supported by real-time and historical reporting capabilities. The data enables agents to respond to changing needs quickly and effectively and is used to further improve services.
Monitoring CC Solutions
Monitoring and compliance is an essential component of the Avaya contact centre experience. Because there is a wide variety of channels available to you, Avaya makes sure a complex environment doesn’t become an unnecessarily complicated one. Accordingly, there are a number of monitoring solutions to match the scale of your customer’s journey.
The variety of services, channels and support offered by Avaya ensures you, and your customers, get the very best from this leader in business communications.
