Contact Center

Contact Centers require a wide range of functions, architectures, features and services to be effective. In a consumer-driven, Internet-enabled world, your customers aren’t just calling you. They want to reach you via email, IM, text, and more. And simply taking calls isn’t enough to keep customers loyal—you need to proactively reach out to build relationships, upsell, and solve problems before they become deal-breakers.

Avatel offers a portfolio of solutions and services that enable our clients to deliver consistently definitive customer service. We recognize the crucial role your Contact Center plays in your day-to-day business. Our team of experienced resources has the privilege to work with Avaya, which has the distinction of being #1 in Contact Centers worldwide. Avatel brings the advantages of Avaya’s world-class expertise and Contact Center intelligence to you and your organization.

 

Many enterprises are recognizing the potential synergies between their customer-facing contact center infrastructure and software solutions. The right solutions can make all the difference in improving the ongoing productivity and revenue potential of your contact center.

Avaya delivers a comprehensive multimedia contact center suite using a single, cohesive architecture, Avaya Aura Call Center Elite for midsize to large telephony-oriented call centers, and Avaya Aura Contact Center for midsize to large multichannel contact center environments. Users have the flexibility to meter the pace of their adoption of the new architecture based on business and functionality drivers to upgrade, including cost of migration issues as well as the customer's desire to be an early adopter of the new architecture as opposed to a mainstream or late adopter.

Avaya demonstrates a clear understanding of the contact center market and provides key innovations that point to the market's future. Avaya has a strong vision for leveraging its Agile Communications Enablement (ACE) platform to extend consistent customer service delivery models across a variety of customer interaction domains, whether inside or outside the traditional, structured contact center environment, and across a variety of vendors' communication and collaboration solution sets.

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Contact Center infrastructure includes a wide range of related technologies, such as:

  • Telephony infrastructure
  • Multimedia contact routing and prioritization engines
  • IVR and voice portals for self-service applications, including speech-enabled self-service
  • Outbound dialing/proactive contact
  • Virtual routing applications for multisite and work-at-home scenarios
  • Presence tools
  • Tools for integration with CRM software
  • Data mart and analytics systems
  • Computer-telephony integration (CTI)/Web service interfaces
  • Email response management
  • Web chat
  • Collaborative browsing
  • Live and prerecorded video
  • Knowledge-base self-service
  • Workforce optimization tools including contact center workforce management, session recording and e-learning
  • Workflow routing and management


Learn More

To learn more about solutions to help make your entire contact center more effective, click here or contact an Avatel Contact Center Specialist at 866.835.2661.