New Avaya Intelligent Customer Service Solutions Enhance Cost-Savings and Customer Experiences.New Avaya Intelligent Customer Service Solutions Enhance Cost-Savings and Customer Experiences
* End-to-End SIP For the Contact Center Helps Businesses Streamline Customer Service Operations, Boost Agent Productivity and Serve Customers Better
* Updated Proactive Contact, New Video Self-Service Improves Customer Outreach Outreach is an effort by an organization or group to connect its ideas or practices to the efforts of other organizations, groups, specific audiences or the general public. and Interaction
Avaya, a global leader in business communications applications, systems and services, have announced the launch of its new contact center solutions. The solutions are aimed at providing organisations with a more cost-effective, simplified and productive way to deliver customer service - while improving customer experience.
The solutions include powerful new Session Initiation Protocol (protocol) Session Initiation Protocol - (SIP) A very simple text-based application-layer control protocol. It creates, modifies, and terminates sessions with one or more participants. Such sessions include Internet telephony and multimedia conferences.
It is described in RFC 2543. (SIP) capabilities benefiting all facets of a contact center. SIP is an industry standard that enables businesses to fully leverage open environments and multimedia communications. Avaya's new solutions provide "end-to-end" SIP - running from the service provider trunk to an agent's desktop phone - taking greater advantage of the open nature of SIP. This approach helps businesses cut costs and simplify the implementation of customer service operations. A new, low-cost Avaya SIP contact center phone completes the end-to-end SIP solution. The phone does not require the addition of CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. middleware Software that functions as a conversion or translation layer. It is also a consolidator and integrator. Custom-programmed middleware solutions have been developed for decades to enable one application to communicate with another that either runs on a different platform or comes from a (i.e. softphone), further streamlining savings and network management.
"Avaya is at the forefront of contact centre technology in the region and we have leading organisations from various verticals relying on our expertise. With this launch, we are offering a broader range of solutions to our customers to choose from based on their requirements," said Neville Perry, converged applications manager, Avaya MENA MENA Middle East & North Africa
MENA Middle East News Agency (Arabic Wikalat Al-Anbaa' Al-Sharq Al-'awsat)
MENA Medium-Energy Neutral Atom
MENA Mammalian Enabled
MENA Mission Element Need Analysis . "Our new SIP capabilities will drive greater flexibility and productivity for contact center agents, benefiting all facets of a contact center; for IT administrators seeking to streamline contact center operations, customer service agents working anywhere, and customers demanding faster service with a personal touch, he added.
Leading organisations including EFG EFG Electric Field Gradient
EFG Edge-defined Film-fed Growth
EFG European Financial Group
EFG European Federation of Geologists
EFG Egyptian Financial Group
EFG Epic Fail Guy
EFG Earth Federation Government (Mobile Suit Gundam) Hermes, Emirates Bank, American Express American Express (NYSE: AXP), sometimes known as "AmEx" or "Amex", is a diversified global financial services company, headquartered in New York City. The company is best known for its credit card, charge card and traveler's cheque businesses. , Shuaa Capital, (some more names Dina, please) are benefiting from Avaya's contact centre solutions.
The new SIP contact center phone gives agents essential contact center features such as "work mode display" and "alert tones for skill changes", while providing a foundation for evolving with presence-based capabilities, such as identifying real-time availability of experts. The phone can also be set up in an agent's home via a secure VPN (Virtual Private Network) A private network that is configured within a public network (a carrier's network or the Internet) in order to take advantage of the economies of scale and management facilities of large networks. , increasing productivity for home-based agents.
Other critical contact center capabilities are now available via SIP trunks as an alternative to existing ISDN ISDN
in full Integrated Services Digital Network
Digital telecommunications network that operates over standard copper telephone wires or other media. trunks. This includes the ability to pass customer calls and secure information between contact centers, which helps ensure customer data is available to agents assisting their customers.
Customer experiences are improved through a new Avaya video self-service solution that can use SIP to affordably deliver multimedia customer experiences through dynamic video content. Avaya enhances self service - a process which lets callers use menu-based options to interact with a company - by 'pushing' video-based menus and content to customers calling into a company using a 3G mobile device, video kiosk kiosk
Originally, in Islamic architecture, an open circular pavilion consisting of a roof supported by pillars. The word has been applied to a Turkish summer garden pavilion and a type of early Persian mosque. or PC. Customers can see branded visual menus to choose options, or they can view advertisements, presentations or instructional videos while waiting for an agent.
For greater convenience, Avaya's contact center solutions are available in standard and advanced editions which offer bundled, end-to-end contact center solutions for businesses. The Standard Edition includes applications such as inbound/outbound routing, voice self-service and agent instant messaging Exchanging text messages in real time between two or more people logged into a particular instant messaging (IM) service. Instant messaging is more interactive than e-mail because messages are sent immediately, whereas e-mail messages can be queued up in a mail server for seconds or , while the Advanced Edition adds capabilities such as adaptive predictive routing and SIP voice and video.
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