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Avaya IP Office Contact Center - Consultancy | Qatar - Confidential & Proprietary. ... For 2020,...

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Avaya - Confidential & Proprietary. Use pursuant to your signed agreement or Avaya policy. © 2016 Avaya Inc. All rights reserved. Avaya IP Office Contact Center TS QATAR SYSTEMS AND COMMUNICATIONS
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Avaya - Confidential & Proprietary. Use pursuant to your signed agreement or Avaya policy.

© 2016 Avaya Inc. All rights reserved.

Avaya IP Office Contact Center

TS QATAR SYSTEMS AND COMMUNICATIONS

2© 2016 Avaya Inc. All rights reserved.

Avaya Midmarket Collaboration Suite

SIMPLE, POWERFUL AND AFFORDABLE

Customer Engagement

NetworkingSecurity

Team Engagement

3© 2016 Avaya Inc. All rights reserved.

For 2020, CUSTOMER EXPERIENCE will overtake

price and product as key brand differentiator

CUSTOMER EXPERIENCE is the Battleground

For 2016, 89% of companies will compete

primarily based on customer experience

• Up significantly from the previous two years

Improving overall customer experience remains the objective

(Research from Oracle)

(Research from SAP)

#1

4© 2016 Avaya Inc. All rights reserved.

EASE AND SPEED are the New Currency

87% of consumers would rather spend money with

organizations that are easy to do business with (Dynamic Market Research)

82% say it should

be easy to contact

organizations by all

channels (Marcus Hickman, The

Autonomous Customer 2015)

81% expect

organizations to deliver

different channels to meet

their needs (Marcus Hickman, The

Autonomous Customer 2015)

5© 2016 Avaya Inc. All rights reserved.

The UPSIDE to Getting It Right

Source – Aberdeen Group, March 2015

Company Performance Best-in-Class Others

Customer Retention Rate 90% 50%

Year-over-Year Sales Revenue

Growth

+31.3% -6.1%

Year-over-Year Profit Margin +26.4% -5.0%

Year-over-Year Improvement

(decrease) in Response Time to

Customer Requests

+21.6% 1.6%

6© 2016 Avaya Inc. All rights reserved.

It Starts with a SINGLE INTERACTION…

…And Lasts the ENTIRE CUSTOMER JOURNEYEach

Customer Interaction

Contributes To …

… The Overall

Customer Experience

Which Drives …

… Increased

Customer Lifetime Value! $

… Higher

Customer Engagement

and…

One Way

Street

7© 2016 Avaya Inc. All rights reserved.

Contact Center Challenges

Key Challenges

– Customers want to use their preferred communications channel

– Customers often need to repeat themselves

– Customers not shy on reporting poor experiences via social media channels

– Agents not productive during non-peak times

– Losing sales when callers drop before calls are answered

Resolutions

– Incorporate email and web chat as part of the contact center strategy

– Eliminate/reduce transfers

– Use agent ‘idle time’ to proactively make outbound sales/collection calls

– Identify peaks and balance agents between groups

– Record calls to resolve customer disputes and training purposes

– Use IVR self service to answer simple inquiries freeing agents to address more challenging inquiries

Today’s savvy customers expect a consistent, reliable and excellent customer experience from all contact centers regardless of size, form or function

8© 2016 Avaya Inc. All rights reserved.

Avaya IP Office Contact Center Overview

Customers with up to 3,000* employees and up to 250 agents

Deployed as a single site or across up to 150 nodes

Ideal for agents in the office or remotely

Centrally managed

Available on-premise or hosted via Customer Engagement OnAvayaTM Powered by Google Cloud Platform

*Select Edition supports up to 3,000 users

9© 2016 Avaya Inc. All rights reserved.

Avaya IP Office Contact CenterA SIMPLE and ROBUST Multichannel Contact Center Application

Integrated MultichannelCustomer ContactVoice, Email and web chat

Skills-based Routing Route customer inquiries to agents who are best qualified to handle them, based on channel, expertise, and past experience with a particular inquiry or customer

Telemarketing and Outbound CampaignsProductively use agent ‘down time’ to automatically make outbound calls to customers and prospects

Real-Time and Historical ReportingOnline monitoring delivers real-time information and more than 30 out-of-the-box reports help you identify, measure and pursue improvement opportunities

Interactive Voice ResponseMake announcements and offer self service to answer “simple” inquiries and free agents to address tougher inquiries

Easy CRM Integration Personalize customer engagements and streamline the customer journey with simplified integration to CRM packages like Salesforce and SAP

10© 2016 Avaya Inc. All rights reserved.

Universal Queue

Media-specificSkills-based routing

Contact Center Resources

AgentGroups

Agent

WaitingAnnouncements

ExternalDestination

IVR

OutboundDialer

Email

Web Chat

Voice

Customers and Prospects

Avaya IP OfficeIntegrated Multichannel Customer Contact

11© 2016 Avaya Inc. All rights reserved.

Inbound Calls Telemarketing Email Chat

Route callers to most able

agent

Optimize agent skills

Prioritize callers

Collections

Appointment setting

Special offers

Offload non-critical

inquiries to email

Keyword routing

Auto responses

Push URLs

Assist with online

shopping

Product and services

support

Improve Customer Journey and Service

Processes

Increase Agent Efficiency and

Revenue

Deliver Fast Responses to Email

Inquiries

Increase Sales and Support Effectiveness

Solving Business Challenges with a Multichannel Contact Center

12© 2016 Avaya Inc. All rights reserved.

Skills-based Routing

Reduce or eliminate transfers

Optimize the customer journey and streamline service processes

Set agent skill levels on:

– Product expertise

– Spoken languages

– Availability

– History

Backup agent to service inquiry

Best agent to handle call

Backup agents or alternative

Routing based on:

Dialed Number

IVR

Calling Number

Auto Attendant

Unlimited skills System Per agent

Assign % skill level Topic Per agent

13© 2016 Avaya Inc. All rights reserved.

Telemarketing and Outbound Campaigns

Increase sales revenue and profit

– Advertising and telemarketing campaigns/offers

– Upsell opportunities, post sale

– Late payment reminders

Improve agent efficiency

– Automatically start outbound tasks on decreased workload

– Reduce/eliminate misdials

Better prepare agents

– ‘Preview’ customer information and pre-defined scripts before placing calls

14© 2016 Avaya Inc. All rights reserved.

Call Recording

Eliminate conflicts - the ‘he said, she said’ syndrome

Monitor and improve customer interaction quality; excellent training tool

Record

– Every agent call

– Random selection

– ‘Now’ with the press of a button

Quickly and easily search and replay

– Agent number

– Called/calling number

– Date, time etc.

15© 2016 Avaya Inc. All rights reserved.

Real-Time and Historical Reporting

HTML5 web-based report viewer

Customizable real-time and historical reports

– Scheduled, instantaneous

– More than 30 out-of-the box historical reports

Threshold alarms

– Calls waiting, lost calls

Powerful, customizable agent desktop

– Multichannel view – voice, email, web chat

– Telephony control

– Works with nearly any phone

16© 2016 Avaya Inc. All rights reserved.

Self Service

Provide customer self service anytime –anywhere option

Improve service and reduce agent ‘live’ time, free agents for important voice calls

Get started fast with out-of-the-box call flow/IVR templates

Integrate to ODBC database for information playback

Provide comprehensive self service

– Add speech recognition and text to speech as options

99 simultaneous sessions

Intuitive graphical script editor

Fast creation and editing

17© 2016 Avaya Inc. All rights reserved.

Supervisor and Agent Desktop Interfaces

Easy-to-use supervisor and agent desktop interfaces foster fast end user adoption

Superior web-based user interface enhances the user experience by providing only relevant information in a clean and uncluttered fashion

Quickly make changes to agents, groups, topics and profiles using the web administration tool

18© 2016 Avaya Inc. All rights reserved.

Industry Compliance

Live

Monitoring

Quality

Management

*Performance

Management

Coaching &

e-Learning

Workforce

Management

AACC

*

* Available in release 5.1

Contact

Recording

WORKFORCE OPTMIZATION

Connect Avaya Workforce Optimization Select to IP Office Contact Center to get:

Voice and screen recordings

Live monitoring

Quality management

Performance management

Agent coaching and e-Learning

Workforce management

Enterprise-level WFO capabilities at a price made for midsize business budgets

19© 2016 Avaya Inc. All rights reserved.

2016 Gartner Magic Quadrant for Contact Center Infrastructure

16 Consecutive Years

Avaya in Leaders Quadrant of Gartner

Magic Quadrant for Contact Center

Infrastructure

Get full reporthttps://www.avaya.com/en/registration/gartner-

magic-quadrant-midsize-uc/

20© 2016 Avaya Inc. All rights reserved.

Avaya Midmarket Collaboration Solution

Simple, Powerful & Affordable

Contact CenterMultichannel

Skills based routing

Telemarketing and reporting

Room, desktop, mobile

Supports 3rd party devices

Simple, affordable

Collaboration

NetworkingAutomated provisioning

Rich feature set

50% lower TCO

Helps protect SIP trunks

Increases remote endpoint security

Active packet inspection

Security


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