Avaya recently introduced the Avaya IP Office Contact Center for midsize businesses. Avaya IP Office Contact Center has been designed to deliver cost-effective and multichannel contact center functionality; this enables midsize businesses to optimize the management of both inbound and outbound customer interactions. Avaya is a leading provider of business collaboration and communications solutions for all size businesses across the globe.
In a release, Mark Monday, vice president and general manager, Collaboration Platforms said, “Contact center capabilities are highly beneficial for building and maintaining customer relationships. Until now, however, complexity and cost put these capabilities out of the reach of many small and midsize businesses. With our new Avaya IP Office Contact Center, we’ve recognized and addressed that different size contact centres tend to have different requirements. This purpose-built multichannel solution is a combination of the robust features these customers need, with the simplicity and value they’ve come to expect from IP Office.”
A contact center brings a number of benefits for a business of any size by ensuring that customers have easy access to both information and resources. The focus for customers however, has always been on effective service experience via any channel of their choice. In a survey by Avaya it was found that 80 per cent of people prefer doing business with a company if their experience was good. The survey also found that 66 percent of consumers would stop dealing with a company if they had a bad experience.
Craig Allan, COO, Mountain West Telecom said, “Traditional ‘call center’ solutions can’t support the demand for multichannel contact options, such as email and web chat. That said, complexity and cost can be barriers for midsize companies. Avaya IP Office Contact Center enables us to offer new and existing IP Office customers a comprehensive feature set at an affordable price. With just a few part numbers it is simple to configure and installs quickly and easily. Now our customers are able to serve their customers – faster, efficiently and affordably. ”
Avaya's IP Office Contact Center offering has been based on expertise gained from 50,000 contact center deployments spanning six million plus agents serving the midmarket section. Avaya IP Office Contact Center works with the Avaya IP Office 9.0 platform to deliver rich unified communications and video collaboration. Some of the key benefits include multichannel support for both inbound and outbound contacts; improved agent interface enabling faster access to customer information; call recording and flexible reporting for every agent; deployment options which are highly flexible; competitive pricing models for midsize businesses; quick deployment and easy set-up, maintenance, and management; and access to IP Office Software Support.