Avaya launches new feature-rich contact centre solution

Published: 6 December 2016 - 4:06 a.m.
By: Soumya Smita Prajna

Avaya has launched IP Office Contact Centre 10- a new version of the company’s contact centre platform to enable midsize businesses offer a superior, omni-channel customer experience.

By 2020 customer experience is expected to surpass product and price as the key brand differentiator. Aberdeen Group (2015) research shows significant increases in customer retention, profitability and growth for those companies that deliver best-in-class customer experiences over those that don’t.

With Avaya IP Office Contact Centre 10, midsize companies can quickly and easily define and deploy an omni channel strategy that encompasses the entire customer journey, from proactive, outbound capabilities, multi-channel self and assisted service, through real-time and historical reporting and integration with CRM packages. Its capabilities include: out of the box configuration wizards and templates to quickly design call and IVR flows, ability to make changes to call flows on-the-fly, simplified and enhanced user interface and web administration, enhanced real-time and historical reporting capabilities including more than 30 ready-to-use report templates, customer call-back features, high availability and resiliency with support for VMware HA, and tightly integrated workforce optimisation via Avaya Workforce Optimisation Select.

Avaya IP Office Contact Centre is optimised for use with Avaya IP Office software, and is available in multiple deployment options, including premises-based, hybrid or pure cloud. It is globally available now in English, Spanish, French, German, and Italian.

Karen Hardy, vice president, Avaya Customer Engagement Solutions said: “To be successful today, midsize businesses must be able to respond swiftly, efficiently and accurately to their customers no matter which channel of interaction – or combination of channels – customers choose. The new features in Avaya IP Office Contact Centre 10 help contact centres 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.”

“Avaya IP Office Contact Centre 10 provides a feature-rich solution that midsize businesses can deploy quickly and easily – without breaking the bank to do so. Customers know they have a trusted solution that can develop according to their business needs”, said Khalid Khan, mid-market director, Asia, Middle East and Africa, Avaya.

(Read the blog: Make or Break: The Customer Experience Imperative for Midsize Businesses)

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