Efficient Proactive Contact Management

Do your Research

Overview

Description

Components

Introduction:

Proactive Contact Management expands the role of contact centers, adding campaign management and worker productivity tools that enable more transactions per hour, more effective customer interactions, and greater operational efficiency across the entire enterprise.

Overview:

Avaya Proactive Contact Solutions deliver best-in-class efficiency and effectiveness to today's contact center, as they optimally manages calls to and from customers. Whether a business requires inbound, outbound or blended solutions, Avaya⬢s Proactive Contact Solutions provide unparalleled technology to meet the most demanding business imperatives. In addition, Avaya Proactive Contact solutions can be seamlessly integrated with Avaya⬢s award-winning self-service applications to provide customers with even more options to contact a business via their most convenient and preferred method. This comprehensive approach to enhancing contact center productivity will help strengthen customer relationships and make a positive impact on the bottom line.

Avaya Proactive Contact solutions allow workers to reach more customers, more quickly, and more profitably. These world class solutions include both efficiency and effectiveness tools to optimize profitability in the contact center. Efficiency tools include superior voice detection technology, for example, that drive down agent idle time and increase right party connects. Effectiveness tools provide features that allow agents personal ownership in selected accounts, deliver more promises to pay or buy, and fewer abandons. All of this resulting in as much as six times the productivity from the contact center.

Business Benefits

• Avaya Proactive Contact Management solutions help businesses maximize Return on Investment (ROI) for single or mulitple locations through:Optimized profitability in the contact center:Efficiency tools like Agent and List Aggregation, Load Balancing and Regulatory Compliance (FCC) drive down agent idle time and increase right party connects.Effectiveness tools like Consolidated Reporting and Monitoring and simplified Administration and Management allow agents personal ownership in selected accounts and deliver more promises-to-pay and fewer abandons.Increased revenue:Helps customers identify more intelligent up-sell and cross-sell opportunities.Enables better decisions for effective marketing campaigns and promotions.Allows agents to proactively reach more customers, quickly and profitably.