Avaya OneCloud Midmarket Multichannel Contact Center
• Now let us go in details around the Avaya Contact Center Select which is a Multichannel Contact Center that enables businesses to improve customer experiences; To automate and accelerate customer interactions while improving agent efficiency to reduce cost.
• Avaya Contact Center Select support up to 400 Concurrent agents, which can be deployed across 150 IP Office Locations, with full multichannel capabilities like (inbound and outbound voice, email, webchat, Social Media, SMS, and fax), where the voice calls and multichannel transactions can be routed to the most appropriate resource based on skills, language, knowledge, past history, and availability.
• Agents can handle up to 5 customers simultaneously at the same time, Voice call, Email, Fax, Web Chat, and SMS
• Avaya Contact Center Select is providing you with customizable real-time and Historical reporting with dynamic filtering to provide easy-to-read information on Key Performance Indicators (KPIs).
• Avaya Contact Center Select provides you with Common, web-based administration capabilities for contact center supervisors and managers which help you to reduce the configuration complexity, eliminate duplication, reduce errors, and lower implementation time and cost.
• Today Businesses that want to differentiate themselves in today’s highly competitive global market environment must be able to provide the best services and high-quality customer interactions
• Avaya Contact Center Select helps businesses and organizations by:
o Offer customers more communication channels from Voice call to Chatbot, social media to WhatsApp to webchat to SMS to FAX to Email, and all that to improve customer satisfaction and loyalty
o Avaya Contact Center Improves agent utilization and productivity through multiple contact handling which enables the Agent to handle all the incoming communications by using only one Platform from Office or Remotely.
o Avaya Contact Center Use real-time and historical customer data to frame the appropriate context for each and every interaction to boost first contact resolution and revenue
o Avaya Contact Center Equip managers to administer the contact center, analyze performance through unified reporting, learn and apply best practices to continuously improve contact center operations
o Avaya Contact Center Manage the customer experience, both assisted and automated, to quickly resolve customer issues and increase profitable revenue opportunities