Integrate voice, email, and web chat channels at the pace you choose With IP Office Contact Center, you can

integrate voice, email, and web chat

channels, and proactively manage the

entire customer interaction lifecycle.

Your business can begin at its own pace

with one channel like voice, for

example, and add other channels such

as e-mail as your customer experience

objectives evolve.

With Avaya IP Office Contact Center,

you can implement a comprehensive

end-to-end customer service strategy to

help make your business a customer’s

first choice.

avaya.com | 1

Generates Fast Return on Investment

• Predictable monthly expense

• Fast deployment

• Intuitive user interface minimizes end user training requirements

Improves Customer Engagement

• Enables delivery of consistent, personalized service to customers across multiple media channels and locations

• Streamline customer interactions with CRM integration to packages like Salesforce and SAP

• Leverage real-time and historical information to monitor business operations; make immediate changes when needed

Simplifies Operating Environment

• Proven infrastructure, reliability, performance, support and data security

• Eliminates the complexity of supporting multiple sites and at-home agents

• Automatically receive software updates and upgrades

• Start with as little as five agents; scale as business requirements evolve

POWERED BY AVAYA IP OFFICE™ CONTACT CENTER

The Cloud-Based Customer Engagement Application for Small and Midsize Businesses

More than 24 million people worldwide rely on the Avaya IP Office platform to

power communications, improve employee productivity and reduce costs. IP

Office Contact Center extends innovation in Avaya IP Office to give small and

midsize businesses a robust, flexible and hassle-free cloud-based customer

engagement application for organizations that want to differentiate their

customer experience from the competition and generate customer loyalty.

I wanted to know

more about the calls

we receive and how

we handle them. We

needed to be aware

if we were missing

calls, to introduce

skills-based routing

and have the ability

to coach our

advisers.

—Viv Livingstone, Customer Care Manager, dwell

2 | avaya.com

“Key Highlights at a Glance

Learn MoreTo learn more about the IP Office Contact Center solution, contact your

Avaya Account Manager or Avaya Authorized Partner, or visit us at avaya.com

About AvayaAvaya enables the mission critical, real-time communication applications of the world’s most important operations. As the global leader in delivering superior communications experiences, Avaya provides the most complete portfolio of software and services for contact center and unified communications— offered on premises, in the cloud, or a hybrid. Today’s digital world requires communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit avaya.com.

© 2017 Avaya Inc. All Rights Reserved. Avaya and the Avaya logo are trademarks of Avaya Inc. and are registered in the United States and other countries. All other trademarks identified by ®, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc.12/17 • CC7815-1

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Integrated multichannel customer contact solution for voice, e-mail, and web chat – provides optimal accessibility for multiple communication channels; customers are free to choose which channel they prefer when doing business with you

Skills-based routing – route customer inquiries to the employee best qualified to handle them, based on employee skills, channel, expertise, preferred language and past experience with a particular customer or situation

Voice and self-service – allow customers to serve themselves to increase customer responsiveness and decrease employee workload

Call Recording and Interactive Voice Response (IVR) – increase business security and productivity with call recording; leverage the IVR to make specialized announcements and streamline call routing

Customer prioritization – define and prioritize customers using your business strategies. Permit customers to request a callback while maintaining their original queue position

Telemarketing – improve productivity by having customer support personnel conduct targeted outbound telephone campaigns using pre-defined scripts, helping increase customer acquisition, sales and brand loyalty. Also supports targeted email campaigns

Historical reports – more than 30 out-of-the-box reports help you identify, measure and pursue improvement opportunities

Localization - supports blended multichannel capabilities in English, Spanish, French, German, Italian and Brazilian Portuguese