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The traditional call center—rows of agents in headsets answering calls—is becoming obsolete. In a consumer-driven, Internet-enabled world, customers want to reach out via email, IM, text, chat, and more. Taking calls isn’t enough to keep customers loyal—proactive effort is required to respond out and build relationships, up-sell, and solve problems before they become deal-breakers.
The new contact center empowers a company to reach customers using the communications channels they desire, balancing inbound and outbound communications so that no one is left waiting. It can help cut costs, improve agent efficiency, and maximize the value of every customer.
Consolidated Technologies, Inc. can help provide solutions to make the entire contact center more effective, from internal operations to customer relationship management. CTI is an expert at deploying Contact Center applications for Avaya Aura and IP Office systems, including Call Accounting for itemizing calls made and received, and Call Recording for training, quality assurance, and dispute resolution.
Server-based contact centers can simplify costly and inefficient levels of infrastructure complexity, delivering more streamlined operations, lower costs, and reduced staffing needs yielding returns on investment. Server consolidation helps companies eliminate underused hardware and related expenses.
Resource pooling increases the efficiency of existing equipment across the company. Advanced call routing logic adds a layer of business intelligence to the contact center, increasing efficiency, improving customer loyalty, and leading to increased revenue.
Come to CTI for consultation and education about the innovations in customer contact management.
Distributed IP Contact Center
Multi-site contact centers can create costly, efficiency-draining levels of infrastructure complexity. The Avaya Distributed Contact Center solution helps reduce that complexity resulting in more efficient operations, lower costs, and reduced staffing needs yielding hard-dollar ROI.
The solution consists of three components:
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Server consolidation helps companies eliminate underused hardware and related expenses. It can help reduce maintenance costs by up to 15%, and application acquisition costs by up to 35%
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Resource pooling increases the efficiency of your existing equipment across your company, with gains of up to 8%
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Advanced Logic adds a layer of unique Avaya business intelligence to the contact center, further increasing efficiency. This improves customer loyalty, leading to increased revenue.
The result is a multi-site contact-center model that is flat, consolidated, and easily scalable.
Intelligent Customer Routing
Avaya Intelligent Customer Routing lets businesses capitalize on the next competitive differentiator: the Customer Experience. Avaya has unified self- and assisted- service into a single smart call routing solution that dynamically manages available media and IT resources while enabling a personalized high-value service from start to finish.
Customers are greeted intelligently based on business insights. While customers are waiting for live agents, Intelligent Customer Routing can present personalized up-sell or cross-sell messages, call-back options, and even opt-in services to proactively notify customers of transaction status—for example, billing and appointment reminders.
Leveraging the power of SIP, Intelligent Customer Routing lets customers connect with agents and subject experts anywhere in the enterprise.
For more information on how the CTI Call Center solution can help your business, please call 1-888-477-4284 today!
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