Call Centre Applications - Avaya
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Avaya IP Office Advanced Edition helps your employees provide superior customer service via enhanced phone interactions with customers, clients, suppliers, and vendors. This powerful solution will extend hours of operation, balance employee work load, and measure workers’ productivity.
Most importantly, empower your customers to do business with you as they prefer, with 24/7 access to information and services using customized automated self-help capabilities. This frees your most valuable resource - your employees - to dedicate time to your most valued asset - your customers needing live help. Both forms of interaction result in increased customer satisfaction and revenue.
Features & Benefit Summary
IP Office Advanced Edition enhances all the benefits of IP Office Preferred Edition plus adds the following:
Integrated Voice Response Services - Provide customers 24/7 access using integrated voice response services to allow your customers to access information, check status of orders, and request information. Should customers need to wait for an available associate, leverage one of four customized music on hold announcements to advertise special promotions and provide valuable information for callers. While on hold, callers can also be informed to their estimated wait time and even position in queue; empowering them to decide to wait, leave a voice mail message, or transfer to another group. The integrated voice response application interacts with popular third-party databases using the standards-based ActiveX Data Objects and Visual Basic scripting logic.
Realtime Customer Service Management - Track and measure customer service and agent productivity through a single screen browser interface. Supervisors are kept informed of the most critical business cares in order to modify threshold levels to respond to current conditions. Alarms and warnings are automatically cleared when conditions return to the designated level. Supervisors can make informed decisions quickly by viewing only the relevant data for the group or agent. They can also create and send messages and statistics to a wallboard in a group area, such as on an LCD television screen.
- Surveys - Offer your customers surveys to provide valuable insight to their experience and satisfaction without tying up your staff. Callers are asked a customized question and given time to respond prior to the next question being asked. Responses can be audio and touchtone. This form filler capability gathers all required information in a logical and clear manner. Retrieval of responses is as simple as listening to a voicemail message.
- Comprehensive Reporting - Supervisors can create reports using drag and drop as well as built-in templates. Reports can be scheduled to run automatically daily, weekly, or monthly. They can be printed and emailed in PDF, Microsoft Word, Microsoft Excel, Rich Text, or Crystal to recipients in their preferred format.