All About Avaya Contact Center
Are you looking for a way to connect with your customers and improve customer service? Avaya Contact Centers make it easy to manage all of your contacts in the same way that you manage your inbound and outbound voice interactions. The Avaya multi-channel contact center solution matches callers with the most appropriate resource every time they contact you. This allows your customers to have a more personalized and efficient experience. With a better experience, customers are more likely to be loyal to your brand or service. Here are specific benefits you’ll get from implementing an Avaya Contact Center in your business:
Managing all customer interactions on a single interface
Using lower cost channels like chat and SMS/text, you’ll reduce the amount of calls received which will improve overall efficiency. This can all be managed through a single agent desktop interface.
Expand your modes of communication
According to Avaya.com, 82% of consumers say they prefer organizations offer different communication options (text, calls, email, etc.). With the Avaya Contact Center, you can add those options.
Provide cohesive customer service across all of those channels
Did you know that 68% of consumers expect organizations to have information they give them to be available in more than one place? With Avaya Contact Center you can share details like customer history and screen pop data across channels making for a more personalized customer experience.
Decrease customer effort
Avaya Contact Centers come with advanced management tools like workforce optimization, analytics, survey capabilities and advanced reporting. Customers will be referred to less agents, and therefore their frustrations over things like repeatedly saying their name and inquiry will decrease. By having the Avaya Contact Center, you’re also providing your agents with all of the information they need to solve inquiries on first contact.
Managed seasonal spikes
Throughout the year, customer service centers deal with occasional spikes in volume of calls. Whether it’s holiday related, season related or just overall work related, you’ll be able to better manage your fluctuation in customer service calls by investing in Avaya’s Contact Center.
Increase customer loyalty
With the improvements in customer service that comes with Avaya Contact Centers, your customers will be happier and continue to use your product or service. Think about it, who likes being put on hold extended periods of time? Nobody. So decreasing the effort and time wasted contacting your business’s customer service will guarantee return customers.
Integrate all customer service resources
Avaya Contact Centers make it possible for you to set up customer service tools to make a more cohesive communication process. Customers can go to your website and decide if they want to click to chat, click to call or click to video with your customer service representatives. They can do this on their computers or even a mobile device. This also makes it easier for you to track web, mobile and customer service department interactions.
These are just a few benefits that come from Avaya Contact Centers. For more information, and how you can implement a Contact Center in your business, call Converged Communication Systems today at (877) 598-3999 or sales@convergedsystems.com
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