All-in-One Multichannel Contact Centre Solution from Avaya
The Avaya Aura Contact Centre takes communications beyond the phone call and lets the customer reach you through text, instant messaging, email or chat.
This multichannel contact centre solution matches callers with the most appropriate resource every time they contact you and gives your employees the context, both real-time and historical, to deliver a first class customer experience. Not only does this reduce your operational costs but it consistently delivers a unified, efficient, and highly personalised experience that builds your brand and customer loyalty.
Key features include:
1. A Single Interface for Managing All Customer Interactions
Reduce call volume and improve efficiency when you expand customer interactions to lower cost channels like chat and SMS/text, all managed through a single agent desktop interface.
2. Support Customers’ Channel Preferences
Did you know that 82% of consumers say they prefer having multiple communication channel options? Now you can meet such customer expectations.
3. Provide a Seamless Customer Experience Across Channels
68% of consumers say they expect the information they give an organisation to be available across the business. Now you can personalise your customers’ experiences by sharing details like customer history and screen pop data across contact channels.