Introduction:
Contact center outsourcing with Avaya's managed services offer small to large businesses contact center management.
Overview:
With the Hosted Contact Center application, businesses with as few as 30 agent stations can adopt rich business functionality that was once only available to larger enterprises. The virtual technology is hosted at a Service Provider's data center and the feature-rich functionality is delivered over an IP network on a per-seat, per-month basis, enabling agents to access the contact center features from any location: a centralized contact center, multiple remote centers, or even at home. The hosted delivery model also allows customers to scale their usage up or down to meet seasonality or growth requirements. Hosted Contact Center allows you to select the level of capabilities that will help your businesses grow and compete, with choices such as: - Skills-based call routing
- Full-function interactive voice response (IVR) technology with natural language support that allows end customers/consumers to serve themselves
- Call recording and a complete suite of real-time and historical reporting for quality assurance
- Network routing for best available agent
- Comprehensive multi-channel contact management including e-mail, fax, and Web interactions
- Customer Relationship Management (CRM) applications
- Voice messaging option
And with a fast time to market and a smooth, flexible migration path, the solution enables businesses to see results quickly, impacting your bottom line and improving customer service without requiring a large investment in people or equipment.
Business Benefits• No Major Capital Expenditure: No need to purchase, manage and maintain your own equipment. • Contact Center on Demand: With the usage-based hosted model, you can cost-effectively scale the solution as needed to meet seasonal needs or growth requirements. • Predictable, Manageable Costs: With a usage-based, predictable monthly charge, you pay only for the capabilities you need. • Enhanced Productivity and Customer Service: Multi-channel contact management applications help to deliver real-time customer information, regardless of contact medium, that is universal and up-to-date for every contact. • Reduced Operational Expenses: Self-service applications provide your customers with convenient, around-the-clock service without the cost of adding and maintaining staff.
COMPONENTSBy purchasing Avaya Contact Center in a hosted model, business customers don't have to worry too much about the components of the solution, because everything is housed and managed at the Service Provider's site.
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