Multichannel contact centers
For decades the ways of communication between companies and their customer have been changing and evolving. Days of letters had gone and the telephone era has started. Then there wasn’t enough to telephone and we have already started to think how our clients can on the easiest way contact our operators.
Because of that Automatic Call Distribution techniques and technologies have been started to develop. In the next step, we realized that all agents aren't the same. They don't work the same jobs nor equally well. This resulted in the development of routing technologies based on skills (Skill Based Routing). Further in the 90's e-mail began to push in the font row of the communication channels. As a result there have began to develop systems for e-mail distribution, and later other channels, toward to agents and with the same (or similar) rules as had been applied for phone calls, too. Now, ACD doesn't mean Automatic Call Distribution than Automatic Contact Distribution. For the last few years in communication channels we are adding web chat and variety of social media (Facebook, Twitter and other).
What firstly strikes to eye is the exponential expansion of communication ways with our clients. It is important to emphasize that the clients are the ones who require and encourage that. In the beginning the companies tried to meet the client's demands by independent systems; with special systems that handled telephone communication, and with other special e-mail communication. While there were two communication channels such approach was still viable, but with today's number of potential communication channels which customers use, that becomes an organizational and technical nightmare. It's not only important that agent will get the contact (e-mail, call, web chat request) but it is important to know that this contact has happend, what was the result and is there a possibility for improvement (improvement of the agent work, processes, etc.)).
The logical answer to these demands is the multichannel contact center-unique solution to meet current and future communication requirements. Avaya as a leading solution producer in this area offers not just a solution for multichannel contact centers but the possibility of step-by-step development from the call center to multichannel contact center.
Avaya Aura Contact Center
Provides companies provision of full context customer care based on current and historical data and information. Supporting communication through other communication channels. Avaya Aura Center creates conditions to let companies organize care of their customers in a way that suits the best for both, companies and customers.
Avaya Aura Call Center Elite
Enables automatic call distribution which explotes at the most technical and human resources (taking care about characteristics and capabilities of agents), simultaneously increasing agent efficiency and customer satisfaction.
Avaya One-x Agent
This application is a software phone that is specifically designed keeping in mind the agent's needs. Beside that that's not just phone beacuse it supports and possibillity of 1st Party CTI control of hardware phone.
Business Advocate
Manages the calls, e-mail messages and web chat interaction using a single unique universal „hold-line“ and intelligently directs clients to the best agent for their current needs, and all that in real time.
Contact Center Control Manager
Provides centralized administration for Avaya Contact Center application.
Social Media Manager
Efficiently and automatically handles interactions with social media and turns them into relevant tasks and than connects them with appropriate agents/employees. It identifies communication on social network that is important to company and assignes it as a task to agent whose skills fit to the theme or communication context.
