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contact-centres

contact centres

Everything we knew about customer service is changing. The transformations taking place are being driven by a new generations of consumers, by new modes of communication, and by consumer adoption of social media. To address these changes, companies need an end-to-end approach to managing their customer experience which helps them leverage the latest in best practices and enabling technologies alongside their existing resources.

Multi-site contact centres can create costly, efficiency-draining levels of infrastructure complexity. The Avaya Distributed Contact Centre solution helps reduce that complexity—resulting in more efficient operations, lower costs, and reduced staffing needs yielding stronger ROI.

    The solution consists of three components:-
  • Server consolidation helps companies eliminate underused hardware and related expenses. It can help reduce maintenance costs by up to 15%, and application acquisition costs by up to 35%
  • Resource pooling increases the efficiency of your existing equipment across your company, with gains of up to 8%
  • Advanced Logic adds a layer of unique Avaya business intelligence to the contact centre, further increasing efficiency. This improves customer loyalty, leading to increased revenue.

The result is a contact-centre model that is flat, consolidated, and easily scalable.

Optimize use of agents across locations

The solution enables “just in time” work allocation, increased agent occupancy and reduced idle time. This reduces staffing costs, and frees supervisors for mentoring and coaching agents. In one application for a large wireless service provider, efficiency gains translated into a 9% agent reduction. At the same time, this supports business continuity, since the sites can also act as failover locations.

Enhance customer loyalty

Embedded Avaya business logic reduces wait times, ensures skill-based routing, and connects top-tier customers with the most highly skilled sales associates. For a vehicle maintenance organization, lower wait times resulted in a 61% improvement in average speed of answer and a 53% decrease in caller abandons

Lower costs

Consolidation reduces businesses’ hardware needs and maintenance costs. Improved efficiency lowers staffing requirements. And increased customer loyalty can help lower retention and acquisition costs.