VOICECON: Avaya Routes Customers Intelligently

Avaya has announced a new contact center solution that uses SIP technology to help businesses enhance customer experiences and improve efficiencies.

The solution, Avaya Intelligent Customer Routing, allows customers to use speech self-service to provide key information, such as account number, transaction history and primary needs, in order to get connected to the best available resource in any location of the business. Avaya said higher levels of customer satisfaction, cost savings and organizational agility are achieved with this solution by using SIP, an open standards-based protocol that sets up multimedia communications sessions.

Intelligent Customer Routing will be the first solution enabled by Avaya’s new multivendor SIP communications platform, Avaya Aura.

The solution reduces the time it takes to reach an agent, helps eliminate repetition of information upon reaching the agent, and even offers to call back customers if a hold time is deemed excessive. Additionally, the solution can deliver messages while the customer is waiting that are personalized for a customer’s profile.

These self-service capabilities can be delivered visually through the use of video-based menus and content – accessible via a 3G mobile device, kiosk or computer – which enables customers to see their options. This includes the ability for calling customers to view instructional videos or advertisements tailored to their profile while they wait for an agent. For example, cable TV customers can view coming attractions, entertainment news or “how to” videos that match recent purchases.

These video self-service capabilities are made possible by the new version of Avaya Voice Portal, 5.0, which enables customers to use verbal commands to provide information, navigate options and complete transactions. This version of Avaya Voice Portal also offers increased scale capacity of up to 5,000 concurrent sessions or voice calls per Voice Portal system, along with new measurement tools.

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