Avaya IPOCC

Avaya's IP Office Contact Center solution is a simple and powerful solution that provides the possibility of communicating with the contact center using various communication methods such as voice, video, chat, SMS and social networks.

Certainly, nowadays, the expectations of customers are increasingly increasing, which forces companies to improve the methods of interaction with customers. In order to achieve success, small and medium-sized companies must be able to have fast, practical and correct interactions with their customers. Regardless of the communication channel that customers choose, companies are obligated to respond in the same communication channel.

When you are in a competitive market, you must be able to provide premium and quality services to your customers in order to surpass your competitors. The following needs that arise in call centers are among the most important issues of a business:

• The customer service should be premium and cover each and every unique need of the customers.
• Employee idle time and operational costs should be reduced.
• Your business should be available at any time.
• You must be able to respond to customers in the shortest possible time during the busiest working hours.

Avaya's IP Office Contact Center solution has developed Avaya's previous methods in contact centers so that small and medium-sized companies can easily cover all their needs. By supporting different communication channels, you can provide a new communication experience for your customers. You can integrate voice, email, chat and all communication channels and manage your interactions with customers in the best possible way. This solution is a comprehensive method for those who want to be different in serving their customers.

In the following, we will get to know the features of Avaya's IP Office Contact Center:

Supporting various communication channels in an integrated manner (Multimedia Channel)

Customers are free to choose the communication channel to communicate with you using voice, email or chat.

Advantages:

• Increase sales and support efficiency
• Providing quick answers to customer questions
• Increase satisfaction and improve customer experience

Prioritizing customers

You can define customer priorities and prioritize customers according to your organization's strategy.

Routing calls based on operators' skills

You can connect customers' call requests based on the type of customer's needs to the best and most suitable operator who has the skills to respond to the same needs. This operation is done automatically and uses certain methods and parameters. Some of the parameters used in this routing are:

• The type of communication channel through which the customer has logged into the system
• Similar operator experience in the past in similar conditions with other customers
• Ability of each operator
• Routing based on dialed number
• Routing based on caller ID
• IVR
• Adjusting the ability level of operators based on skills such as expertise, language, availability, experience, etc.
• Ability to set skill level for each system or Agent

Possibility of automatic response (Self Service)

Customers can use self-service services without having to communicate with the operator. This increases customer satisfaction and reduces the workload of operators.

Advantages:

• The user is able to do what he needs without the need for an operator.
• Saving time and money for the operator and customers
• Increasing customer satisfaction due to not having to wait in operator queues
• Providing self-service services to customers at any time and any place (hourly operator)
• No need to train operators
• Remove call forwarding
• Management and installation
• Advanced web management and automatic collection of all logs

Online monitoring

Supervisors and system administrators can view online information about the current status of the call center through Avaya's Wallboard software and can make instant decisions about the required changes. For example, if a long queue of calls is observed, the idle operators add other parts to the servers.

Use for campaigns

Using this feature, you can use campaigns that require voice calls to outside the organization or send emails to outside the organization, and achieve the highest efficiency.

Automatic external call

With the help of this feature, a list of phone numbers is provided to the system and the system automatically starts communicating with the desired list, as soon as the desired person is connected, the call is connected to one of the operators. Therefore, operators' time is not spent on dialing and retrying, which is time-consuming, and more customers can be contacted.

Advantages:

• increase in income
• Conducting advertising campaigns
• Making outgoing calls automatically, saving time and reducing the number of operators
• Reduce or eliminate missed calls
• Display customer information before making a call
• Encouragement to buy more
• Resale tracking
• after sales service
• special offer
• Reporting
• More than 30 default report types allow you to easily get the report you need.

Integration with CRM

You can easily integrate your CRM system with the call center.

IVR or two-way conversational assistant

Support for welcome messages, notification system and call routing tasks

Increasing employee productivity

With the help of this system and by recording the screen and voice communication of the employees, you can manage the quality of services and monitor the employees live and guide them in performing their duties.

Remote employees

Regardless of geographical location, you can create different branches and make calls between branches.