Unified Communications Featured Article

UC in Avaya IP Office Improves Customer Experience

By Frank Griffin
Contributing Writer

Avaya (News - Alert) describes the new IP Office Contact Center 10 as a true end-to-end solution that will give midsize businesses an affordable platform with advanced features that will make it possible to provide improved customer experience. In today's digital environment, an end-to-end solution means full integration of a wide range of communications options so businesses can access all the tools they need under one platform. This eliminates compatibility issues so services can be delivered across the board for an omni-channel customer experience capable of integrating multiple touch points with unified communications (UC).

Avaya announced the new version will offer a superior, omni-channel customer experience so midsize businesses can rise above the competition. With customer experience playing a more important role in e-commerce, having the tools to improve on this segment of the customer journey can have a noticeable impact.

“The new features in Avaya IP Office Contact Center 10 help contact centers quickly define and deploy their customer service strategy to proactively manage the entire customer lifecycle with the simplicity, flexibility and tools needed to improve the quality of customer interactions,” said Karen Hardy, vice president, Avaya Customer Engagement Solutions.

With IP Office Contact Center 10, Avaya has further simplified the process of creating and deploying solutions that improve the entire customer lifecycle. According to the company, it can offer everything from real-time and historical reporting and integration with CRM packages, to proactive, outbound capabilities, multi-channel self and assisted service. It will be available globally in multiple languages, including English, Spanish, French, German and Italian.

In order to increase the value of each customer, IP Office Contact Center 10 leverages blended multichannel capabilities for implementing a strategy that will differentiate midsize businesses with a customer service policy that is affordable. But it will still be capable of delivering consistent and personalized service, while identifying opportunities with each interaction. This includes providing UC without limitations as to device, platform, system or location.

For midsize businesses, delivering best in class customer experience means being able to respond to customer concerns no matter what channel or combination of channels they choose. This requires a comprehensive UC platform that brings all the touch points and channels together the way the new Avaya IP Office Contact Center 10 does.