VOICE

Avaya Aura® Call Center Elite

The Most Widely Used Contact Center Solution in the World

Intelligent, Personalized Contact Routing Makes the Perfect Match Between Your Agents and Customers
  • Deliver a unified and highly personalized customer experience that builds your brand and fosters long-term loyalty. Avaya Aura® Call Center Elite helps to ensure the right resources are readily available to your customers.
  • Enable your business to handle all types of customer interactions more efficiently. With intelligent routing and resource selection features, you can determine if customers should be served by the least busy agent, the first available agent, or the agent with skills that best match your customer’s needs.
  • Serve your customers and prospects through their preferred contact channel. With a single pool of agents, regardless of location, you are equipped to deliver the right customer experience every time.
  • Review our infographic to see how Customer Experience IS the Battleground now―and why it’s imperative to keep pace with your customers’ expectations.

Case Study

Maccabi Healthcare Services

Israel’s Maccabi Healthcare Services is working with Avaya to provide a pioneering approach to caring for patients with long-term cardiac conditions. Avaya Flare® Experience enables Maccabi Healthcare to deliver care by video to patients in their homes.

Challenges:

  • Design and implement a pioneering video contact centre for healthcare
  • Support outbound and inbound video calling
  • Provide secure, high quality and easy-to-use video conferencing for patients to use in their own homes

Value Created:

  • Delivers a genuine and transformative worldfirst in healthcare provision
  • Enhances the patient care experience
  • Reduces the cost of monitoring patients with long-term conditions and frees up resource in hospitals
  • Contributes to a wider ethos of preventative/ pre-emptive healthcare


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Improve Your Agent Experience

For your agents, seamlessly blend voice and video in a single Avaya one-X® Agent interface. Provide your agents with important contextual customer details and data and eliminate time-consuming look-up, helping to ensure the best possible customer experience. Agents can use integrated IM/presence capabilities to connect with experts so the customer’s inquiry is resolved the first time. Agents can work in the office or from a home office using the same agent desktop interface. With a home agent program, you can select the right agents from a larger talent pool.

Serve Your Customers Through their Preferred Channels

Expanding customer service channels beyond voice to include email, web chat, SMS/text, and social media can improve contact center efficiency and set your experience apart from the competition. Manage all channels as you would with a voice interaction and through a single agent desktop interface. It’s simple to add new customer service channels while maintaining your investments in Avaya technology.

Manage Your Contact Center Performance in Real Time

Understand and adapt your customer service operations to help ensure an optimal customer experience. Historical and real-time reporting from Call Management System helps managers, supervisors, and agents to better understand how customers are being served. Your customer service organization can analyze customer trends, establish performance benchmarks, and plan marketing and customer-service campaigns that align with your business goals.

Automatically Align Resources to Better Serve Your Customers

Instead of relying on traditional priority queuing, the Business Advocate capability enables you to serve your most valuable customers as a priority while maintaining service levels across all of your customer segments. Adapt resources automatically by actively monitoring information and making rapid decisions to match the right agents to your different customer segments. Your customers are served by the best agent based on their value, agent skill, predicted total wait time, and your specific customer service goals.

• Provide Your Customers with a Seamless Experience Across Channels

Among consumers, 68% say they expect the information they give an organization in one place to be available in another―and 80% say agents should be instantly familiar with contact history. Now you can personalize your customers’ experiences by sharing details like customer history and screen pop data across contact channels.

• Add Lower Cost Customer Service Channels

Reduce call volume and improve contact center efficiency by moving interactions to lower cost channels such as email, chat, SMS, and social media.

• Improve Your Contact Center Performance

Analyze historical and real-time reporting data to improve and maximize customer experiences, quickly adapting your contact center to respond dynamically to business and customer needs.




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