A quick bullet point overview of Avaya Contact Centre Express.
Why CCE?
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Low total cost of ownership
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Works with existing Avaya hardware
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Rapid application deployment
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Works out-of-the-box
Take your call centre ‘to the next level’
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Creates “many media” access to the center
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Pre-identifies callers and their needs
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Craft individual call experiences
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Enable callers to optimize queue time
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Exceed customer expectations
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Cradle to grave event capture
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Superior data analysis
Why customers like CCE
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I hear interesting and important information that’s relevant to me, while on hold
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The agent is always helpful and in a cheerful mood
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The agent knows me and my previous query history
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My issue is resolved fast, and when the call is transferred I don’t
have to explain it all again
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I can reach an agent via web chat, MSN Messenger, AOL Instant Messenger, simple message service (SMS), email or telephone and get a response back the same way
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If I can’t wait in queue any longer, they call me back
Why CFOs like CCE
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Leverages existing equipment to minimize resource needs and generate
a quick ROI
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Enhanced business analytics ensures the contact center works optimally
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Ability to create self service channels at cost savings of up to 90%
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Potential to reduce staffing costs by 10-15%
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CCE’s inbuilt development tools can eliminate or reduce system integration costs
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Outbound call manager can help reduce costs by 10%-20%
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Easy maintenance reduces ongoing administration costs
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Easy to expand in single license units
Why IT departments will like CCE
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Easy to implement, use and support
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CTI complexity shielded by .NET interface
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Allows internal system integration and customization via its robust development suite
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Can be deployed in complex system integrations for universal queuing and intelligent routing across multiple sites
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Proven technological reliability with over 3000 deployments across 72 countries worldwide
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CCE comes with a commitment to continuous improvement and outstanding support
The big picture
Avaya Contact Center Express allows mid-market organizations to compete in the global marketplace by helping to increase their contact center agents’ operational efficiency:
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Leverage existing Avaya communications equipment and common industry standards to minimize incremental resource needs and generate a fast ROI
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Quick to implement. Easy to use and support
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Maximize the value of every call by delivering consistent, personalized service and identifying cross-selling and up-selling opportunities
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Give agents the ability to handle inbound and outbound contacts quickly and accurately
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Give supervisors operational oversight into performance with out-of-the-box desktop applications for supervisors
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Framework applications, including intelligent routing, interaction data and centralized configuration
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Outbound preview dialing, either automated or agent-initiated
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Powerful application development tools for complete customization and integration
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Simple and fast wizards for desktop screen pops and routing rules
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Allow for functional growth as needs evolve and change by providing modules and empowering partners
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