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Avaya Introduces New Contact Center Solution

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Avaya Introduces New Contact Center Solution

March 30, 2009
By Anshu Shrivastava
TMCnet Contributor
Avaya has announced a new contact center solution called Avaya (News - Alert) Intelligent Customer Routing that uses advanced session initiation protocol (SIP) technology to help businesses enhance customer experiences while improving efficiencies and cost savings in their contact center operations.

This latest release delivers customers and their essential information to the correct agent or expert through the quickest and most efficient route possible. Using speech self-service, customers can provide key information such as account numbers, transaction history and their primary needs to get connected to the best available resource in any location of the business.
In addition to getting customers connected to the most suitable agent, Intelligent Customer Routing also enables a reliable transfer of customer information to an agent.
Moreover, the self-service capabilities can be delivered visually through the use of video-based menus and content that is accessible through a 3G mobile device, kiosk or computer.
Officials said that this includes the ability for customers to view instructional videos or advertisements tailored to their profile while they wait for an agent.
Bob Lyons, general manager and vice president of contact center division at Avaya said that Avaya Intelligent Customer Routing is designed for the new generation of savvy customers and gives businesses the tools they need to deliver faster, more flexible and dynamic customer service, all while reducing costs.
The company also released a new multi-vendor SIP communications platform Avaya Aura today. With this, businesses will be able to route communications to global locations using multi-vendor systems with SIP.
This allows customer service organizations to “maximize” all of their agents and experts, regardless of which vendor's equipment they use or where they are located. And, with Avaya's multi-vendor SIP architecture, enterprises can deploy a global contact center operation using their existing multi-vendor systems.

Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.

Edited by Stefania Viscusi
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