Avaya system

Avaya Contact Center Solution gives service providers an interactive multimedia system to meet the customer service requirements (support, services ...) the most efficient way. With this solution, customers can access the service from any available means of communication such as telephone, fax, e-mail, web ...
Avaya solution consists of six major components:
- The system of automatic call distribution (ACD) functionality implemented in a distributed call from the smartest phone customers to the member (agent) or automated interactive system (IVR). The identity of customers quickly identified by caller's number or customer code entered via the IVR system.

- System Interactive Multimedia, helping the agent to receive information from customers through various media channels such as phone, e-mail or web. More specifically, the call is routed to the agent based on the information stored in the historical database calls to /, the value of customer service using ...

- Automatic system interaction: helping customers to self-service by selecting an existing folder in the system to search for information and services instead of awaiting the agent replied. This feature frees the agent from repeating the answer boring, traffic increased customer service.

- Alarm monitoring system: to monitor activities of each agent and the whole system. Through the data that report, the department manager or business to assess the skills of each agent compared with the group, for example, how long customers wait before talking with the agent, the the agent to answer ...

- The customer relationship applications: PM's capable Avaya integrated with CRM applications from Microsoft, Oracle, SAP ... to help the agents have full information about the customer as quickly as possible is known as: personal information, the service history, the latest deals ...

- The system of recording and screen: help to record conversations between customers and agents as well as the transaction takes place on the agent's PC screen ...

At the conference, Avaya has introduced two typical Contact Center Solutions applications are: Advance Contact Center Co., Ltd (ACC), a customer support center for the company's largest mobile phone in Thailand with more than 15 million subscribers, OCBC Bank, a bank in Singapore ranks 3rd with customers throughout the ASEAN region

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