Avaya Aura Call Centre Elite
Aura Call Centre Elite The Most Widely Used Contact Centre Solution in the World
- Add Lower Cost Customer Service Channel
Reduce call volume and improve contact centre efficiency by moving interactions to lower cost channels such as email, chat, SMS, and social media. - Improve Your Contact Centre Performance
Analyse historical and real-time reporting data so you can quickly adapt your contact centre to changing business needs. - Provide Your Customers with a Seamless Experience Across Channels
Among consumers, 68% say they expect the information they give an organization in one place to be available in another. Now you can personalize your customers’ experiences, by sharing details like customer history and screen pop data across contact channels.
Automatically Align Resources to Better Serve Your Customers
Instead of relying on traditional priority queuing, use the Business Advocate feature to serve your most valuable customers as a priority while maintaining service levels across all of your customer segments. Adapt resources automatically by actively monitoring information and making rapid decisions to match the right agents to your different customer segments. Your customers are served by the best agent based on their value, agent skill, predicted total wait time, and your specific customer service goals.
Manage Your Contact Centre Performance in Real Time
Understand and adapt your customer service operations to help ensure an optimal customer experience. Historical and real-time reporting from Call Management System helps managers, supervisors, and agents to better understand how customers are being served. Your customer service organization can analyse customer trends, establish performance benchmarks, and plan marketing and customer-service campaigns that align with your business goals.
Serve Your Customers Through their Preferred Channels
Expanding customer service channels beyond voice to include email, web chat, SMS/text, and social media can improve contact centre efficiency and set your experience apart from the competition. Manage all channels as you would with a voice interaction and through a single agent desktop interface. It’s simple to add new customer service channels while maintaining your investments in Avaya technology.
