Avaya Contact Center

In today's world, one of the most important needs of the organization and the customer is the ease of communication with each other. Organizations should easily provide services and products to customers and benefit from them. Communication by phone is one of these ways of communication, but communication is not limited to voice communication and customers want to communicate with various methods such as chat, SMS, email, etc. Hotels should communicate easily and without wasting time with the organization of their choice in order to benefit from their desired service. Organizations also need a suitable solution to establish a relationship with customers.

Contact Center challenges

• Customers want to communicate through their preferred communication channel (voice, chat, email, fax).
• Customers don't want to waste time in long queues.
• Customers need to declare the quality of service and support.
• Organizations feel the need to increase revenue.
• Organizations need to respond to all customer needs.
• Losing a customer before responding

Advantages and solutions of Avaya contact center

• Integrating communications and providing all types of communications
• Reduce call transfer
• Record conversations
• Automatic external call
• Identification of customers at the time of call
• Identification of customer needs before connecting to the operator
• Register a call request

In order to provide integrated communication for contact centers, Avaya has provided the following two solutions:

In the image below, there is a comparison of two Avaya solutions for contact centers: