Introduction:
Businesses with multi-site contact centers can dramatically reduce
costs and improve responsiveness to marketplace needs using IP
telephony. Today's business realities drive a new multi-site
contact center model that is flat, consolidated, and global in
nature.
Overview:
The three components of the Avaya Distributed IP Contact Center are Server Consolidation, Resource Pooling, and Advanced Logic. Each adds value in a unique way and contributes to return on investment. Server Consolidation and Resource Pooling offer the compelling benefit of cost reduction. They help drive costs out of a contact center by simplifying the technology infrastructure and reducing the number of resources needed (agents, trunks, IVR ports) to deliver a defined service level. Consolidation and pooling will often provide the hard dollar ROI that businesses require in today's economy. Advanced Logic adds a layer of unique Avaya business logic to the contact center. Although this logic can further increase efficiency, it enables the more compelling benefits of top line revenue growth and increased customer loyalty. Most businesses however consider the contribution of these improvements as soft dollars towards an ROI.
Business Benefits• Optimize use of agents across all locations. • Enhance customer loyalty through skilled based routing and better
overall management of call volumes and agent availability. • Enhance customer loyalty by consistently delivering positive
experiences through lower wait times. • Lowering customer-servicing costs. • Increase top line revenue growth.
COMPONENTS
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