consumer preference ebook final 11-14-11

8/3/2019 Consumer Preference eBook FINAL 11-14-11

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Contact CenterConsumer Preference eBook

Solutions for Balancing Business Objectives

Against Customer Demands

Released November 2011

2011 Avaya Inc. All rights reserved.


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Soutions for Baancing Business Objectives Against Customer Demands


2012 Contact Center Consumer Preference eBook

4

4Manage

performanceImprove

profitabilityProtect

investmentsDeliver superior

experiencesBalance

costsConclusion

To speak with an Avaya Contact Centerspecialist, call 855-227-2244 now forimmediate assistance.

Cat Now4

Executive

summary

The business of customer experience

Your customers are more autonomous than ever. But technological andeconomic challenges continue to influence how your contact centeraddresses their needs. You need to deliver a positive experience withoutsacrificing profitabilitywhich requires balancing the needs of yourcustomers with the realities of your business.

Avaya has previously outlined what todays consumers think about contact

centers in our chapters from theContact Center Consumer PreferenceStudy. This eBook builds on those insights and elevates that conversationto the strategic level.

In this eBook, well help you connect consumer interaction preferenceswith critical business issues like a shrinking customer base, brand loyalty,business efficiency, agent productivity and profitability. Youll learn to:

Optimize efficiency and performance management

Improve profitability by reducing costs and increasing revenue

Protect your technology investment in an unpredictable economy

Deliver a superior experience across every channel

Balance increasing demands against flattening budgets

We hope this eBook guides your efforts to meet your critical businessobjectives. We look forward to helping you provide differentiated customerexperiences that delight your customersand optimize your strategicinvestments at the same time.
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2012 Contact Center Consumer Preference eBookTo speak with an Avaya Contact Centerspecialist, call 855-227-2244 now forimmediate assistance.

Cat Now4


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experiencesBalance

costsConclusion

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summary

Manageperformance

Introduction

Agent churn

Measuring for success

4 Optimizing efficiency and performancemanagement

There is untapped potential in your existing contact center staff and infrastructure.To unlock it, you must structure your environment to optimize the efficiency ofyour operation and to proactively manage performance. Thats how you ensureyour customers get what they need the first timeno matter how complexthe issue.

Thats not all. In this challenging economic climate, most businesses look forways to do more with less. Staffing is the most expensive part of the operation, sofinding the ideal match between agent potential and training becomes mandatory.

Finally, you also need to measure inefficiencies in your contact center operationto identify areas of improvement. And you must do it all without sacrificing thecustomer experience.

Business issues in tis capter:

Agent curn:challenge experts while utilizing talents andresources to their fullest

Measuring for success: drive tangible success with keyperformance indicators

1 2 3 NEXT4

The expectation of expertise

of customers actually think they knowmore about the issue than the agent.

of customers have already researchedonline before contacting you.

Read the consumer preferencechapter Preparing for YourMuti-Canne Future4

79%

78%...................................................................
http://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/Chat/clickToChat.phphttp://avayadnld.netlabs.net/re.cgi?utm_id=mm_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_MultiChannel.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=mm_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_MultiChannel.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=mm_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_MultiChannel.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=mm_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_MultiChannel.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=mm_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_MultiChannel.pdfhttp://www.avaya.com/Chat/clickToChat.php


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Introduction

Agent curn


4

Agent churn

With an average agent lasting barely six months, and with annualagent turnover as high as 40%, churn has a significant impact onyour bottom line. Not only does it cost an average of $15,000 toreplace an agent, but you must also contend with reduced businessand poor customer satisfaction due to inexperienced agents.

The suite of Avaya Contact Centersolutions can deliver what you needto keep your agents happy and yourcustomers satisfied.

Avaya Home Agent Solutions4

Helps satisfy home agents so theyremain with your company longer.

Avaya Intelligent Call Routing4

Gets your best customers to yourbest agents the first time.

Avaya Aura Experience Portal/Self-Service4

Lets customers help themselvesonline, freeing your experts frommundane tasks.

Avaya Aura Workforce Optimization4

Record the interactions of yourbest agents, estimate call volumesand automate agent scheduling toalign your workforce skills to yourcustomer needs.

Avaya one-X Agent4

Helps meet the needs of agents inthe center or from home.

Avaya can help

Leverage, retain and improveIts critical to create a structure and environment that retainstalented agents.

Offer a variable work environment with custom hours andwork conditions

Challenge high-performing specialists with skills-based routingfor greater job satisfaction

Create opportunities for cross-training, mentoring, and recordingbest practices

Recognize agent value with incentives managed through strongreporting and analytics

Businessissue

Solution

IT Navigator

Case Study4

SEE FOR YOURSELF
http://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/usa/solution/home-agent?view=features-benefitshttp://www.avaya.com/usa/solution/home-agent?view=features-benefitshttp://www.avaya.com/usa/solution/home-agent?view=features-benefitshttp://www.avaya.com/usa/solution/intelligent-customer-routinghttp://www.avaya.com/usa/solution/intelligent-customer-routinghttp://www.avaya.com/usa/solution/intelligent-customer-routinghttps://atac.avaya.com/engage/xpss.htmhttps://atac.avaya.com/engage/xpss.htmhttps://atac.avaya.com/engage/xpss.htmhttps://atac.avaya.com/engage/xpss.htmhttps://atac.avaya.com/engage/xpss.htmhttps://atac.avaya.com/engage/wfo.htmhttps://atac.avaya.com/engage/wfo.htmhttps://atac.avaya.com/engage/wfo.htmhttps://atac.avaya.com/engage/wfo.htmhttps://atac.avaya.com/engage/wfo.htmhttps://atac.avaya.com/engage/agentdesktop.htmhttps://atac.avaya.com/engage/agentdesktop.htmhttps://atac.avaya.com/engage/agentdesktop.htmhttps://atac.avaya.com/engage/agentdesktop.htmhttp://www.avaya.com/usa/resource/assets/casestudies/UC4531.pdfhttp://www.avaya.com/usa/resource/assets/casestudies/UC4531.pdfhttp://www.avaya.com/usa/resource/assets/casestudies/UC4531.pdfhttp://www.avaya.com/usa/resource/assets/casestudies/UC4531.pdfhttp://www.avaya.com/usa/resource/assets/casestudies/UC4531.pdfhttp://www.avaya.com/usa/resource/assets/casestudies/UC4531.pdfhttps://atac.avaya.com/engage/agentdesktop.htmhttps://atac.avaya.com/engage/wfo.htmhttps://atac.avaya.com/engage/xpss.htmhttps://atac.avaya.com/engage/xpss.htmhttp://www.avaya.com/usa/solution/intelligent-customer-routinghttp://www.avaya.com/usa/solution/home-agent?view=features-benefitshttp://www.avaya.com/Chat/clickToChat.php


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Avaya can help

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Introduction

Agent churn

Measuring for success4


You cant manage what you cant measure. You need to knowyour exact efficiency and performance metrics to ensure that yourcontact center is supporting your overall business objectives.

Analyze, understand and adjust

Your greatest insights come from real-time and historical customerand agent activity data that you can use to chart your path forward.However, the right solution goes beyond data capture and analysis:it incorporates easy-to-use dashboards and customizable reportsthat help you make more informed decisions to maximize contactcenter efficiency.

Businessissue

Solution

Transform your contact centercapabilities to create more productivecustomer/agent relationships.

Avaya Reporting and Analytics4

Provides insight into customer andagent experiences to help managersmake better-informed decisions.

Avaya Customer ExperienceOptimization4

Helps optimizeself-service applications.

Avaya Aura Workforce Optimization4

Provides a better understanding ofyour customers satisfaction levelsand interactions for coaching, while

managing cumbersome processes.

Avaya IQ4

Gain greater insights with access toreal-time and historical customerand agent activity.

Avaya Aura

Workforce

OptimizationDemo4

Avaya IQ Demo4

SafeAuto Case

Study4

WATCHA Real, Tangible Boost

Were here to help you make animpact. Avaya can help you cutagent training time by up to 30%1,reduce costs by up to 20%1 withimproved workforce scheduling,and handle up to 24% morecustomer calls2.

1IT Navigator Case Study 20102InAAU Conf Survey 2010

NEXT ChAPTER4
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Introduction

Customer defection

First-contact resolution

Rising costs

4 Profitability begins at the contact center

Its no secret that your customers experiences with your contact center directlycorrelate to your bottom-line results. These experiences influence their impressionsof your brand as much as your advertising, your marketing, and your products orservices themselves.

To deliver excellence and increase revenue streams, structure your contactcenter to align your best agents with your best customers, and map channels of

communications to customer preferences.

Turning your contact center into a profit center is possible. But it requiresmanaging many variables. You need enterprise-wide buy-in, a solid infrastructure,the flexibility to adapt to change, and the tools to create exceptional customerexperiences without overinvesting in each interaction.


Customer defection:stop the Facebook Effect before it starts

First-contact resoution: provide immediate satisfaction

Rising costs:boost revenue without driving expenses

1 2 3 4 NEXT4

Rewards and response

of consumers are willing to spend moremoney with a company that provides

good customer service.*

of consumers will buy more fromcompanies that make it easier to dobusiness with them.**

of consumers say theyre likely to telltheir network about a poor customerservice experience.

Read more in the Cost of DoingBusiness as Usua4

70%

83%

90%

*Wall Street Journal, April 25, 2011. pB7 QuotingAmerican Express survey of 1,018 in Feb 2011.

**BTGS The Autonomous Customer,January 2011. P15.

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http://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/Chat/clickToChat.phphttp://avayadnld.netlabs.net/re.cgi?utm_id=cob_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_CostofBusiness.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=cob_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_CostofBusiness.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=cob_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_CostofBusiness.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=cob_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_CostofBusiness.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=cob_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_CostofBusiness.pdfhttp://www.avaya.com/Chat/clickToChat.php


7/19 2011 Avaya Inc. All rights reserved.


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Customer defection

Cultural shifts and technological advances mean that your customersnow use multiple communications media in their everyday lives. Asa result, they demand fast and successful resolution to every queryover every channel. Whats more, the rise of social media has made iteasier for customers to talk about your business or your serviceandquickly share their opinions with others.

Monitor, isolate and act (route)

You need tools that ensure your customers have positive experiencesevery time, across all channels. By capturing and prioritizingconversations efficiently, and by integrating social media into yourcentral contact strategy, you can revolutionize your contact centercapabilityresulting in a more flexible, more tailored experience,happier customers, and, ultimately, greater customer lifetime value.

Businessissue

Solution

Our solutions focus on contact centerprofitability and online conversationsabout your brand.

Avaya one-X Agent4

Helps contact center agents

maximize productivity regardlessof location.

Empowers them with contextualdata, one-touch access to functions,and integrated communication toolsfor connecting to knowledgeand expertise throughoutthe enterprise.

Avaya Social Media Manager4

Monitors social media channels forpositive and negative conversations

about your brand.

Focuses on meaningful andactionable interaction, reducing theexpense of social monitoring.

Avaya AuraSocia

Media Manager4

WATCH

Introduction

Customer defection


Rising costs

4

Social media

90% of consumers will sharetheir experiences across theirnetworks. Make their postsactionable for your business toprotect your brand.

Learn more about social media inTe Facebook Effect4
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As an enterprise grows, the complexity of customer needsgrows with it. This challenges the contact center to route calls toappropriate agents before the customer grows frustrated. Errors arecostly. Each additional contact drags down your bottom lineandyour customer might not give you a second chance to get it right.

Make quick connectionsThe contact center must understand customer needs as quickly aspossible. Complex issues should be segregated from routine tasks sothat the right agent can be assigned, or so that customers can self-serve to solve simple issues. And its critical to make customer dataavailable to all agents at all times so that they can create personalconnections with customers to deliver the best customer experience.

Businessissue

Solution

Communicate and collaborate withcustomers using self-help, email, andweb chat. Significantly improve firstcontact resolution to eliminateunnecessary callbacks and reduce costs.

Avaya Aura Experience Portal/Self-Service4

Empowers customers to servethemselves with onlineself-service functionality.

Easily integrates into your existingWeb and application investments.

Avaya Intelligent Call Routing4

Gets your best customers to yourbest agents the first time.

Avaya Customer ExperienceOptimization4

Lets you clearly understandwhere opportunities exist todeliver excellent service acrossmultiple channels.

Analyzes your experience to pinpointissues that lead to dissatisfactionand to optimize processes andreduce costs.

Introduction

Customer defection

First-contact resoution

Rising costs

4

Cost of customer interaction

Live phone interactions cost2.5 times more than interactivevoice response (IVR).

Read more in the Cost of Doing

Business as Usua4
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Rising costs

Businesses need to work harder than ever to meet high customerexpectations. Contact centers must respond with exceptional servicestandards and advanced technologies that personalize customerexperiences while reducing costs at the same time.

Anticipate, automate and accelerate

Leverage your existing infrastructure and applications to streamlinecontact center operations and enable multimedia, context-basedinteractions.

Deliver new communication channels to automate costly routinecalls and processes

Offload the cost of brick and mortar with home agents

Create peak calling schedules and utilize workforce forecasting toreduce headcount during slow periods

Businessissue

Solution

Well help you understand how yourcustomers want to interact with you, andhow you can rapidly implement low-costways to meet their needs.

Avaya Callback Assist4

Provides callers with service optionswhen agents are not immediatelyavailable to take their calls.

Avaya Proactive Outreach Manager4

Outbound campaign managementcreates and delivers automatedvoice, email, or SMS messages,letting users choose betweenself-service or live agents.

Avaya Home Agent Solution4

Offers end-to-end home agentcapabilities and performancesolutions options based on yourspecific business needs.

Introduction

Customer defection


Rising costs4

SEE FOR YOURSELF

Prometric Case

Study4

Avaya Caback

Assist Demo4

WATCH

NEXT ChAPTER4
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experiencesBalance

costsConclusion

Executive

summaryManage

performanceImprove

profitability

Protect

investments

Introduction

Balancing functionality

against flat budgets

Investments in scalability

4 Protect your technology investment

Its always a challenge to deliver greater functionality, efficiency, and bandwidthagainst an already-strained infrastructure. But its even harder in an environment inwhich budgets are flat.

You cant afford to rip and replace the investments youve already made, butyou need to modernize the functionality of your contact center to meet yourcustomers increasing expectations. At the same time, you must keep in mind that

new technology always creates new complexity.

As you evolve your infrastructure, your maintenance strategy must also evolve toensure the continuity of the services your contact center relies on every day. Thismeans dedicating strong support services to your communications systems andequipping them with diagnostic tools that extend from your legacy infrastructureto any new investments you may make.


Baancing functionaity against fat budgets:doing more with less

Investments in scaabiity:growing and advancing, without forklifting

1 2 3 NEXT4

of consumers do not get what theyneed from contact center interactionsthe first time.

Understand the potential payoff withTe Business Vaue in Baancing Ca

Center Efficiency wit Customer

Satisfaction4

of consumers will considerdefecting after only 23 attempts.

Read more in the Cost of DoingBusiness as Usua4

26%

36%

Low tolerance for dissatisfaction

...................................................................
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4Deliver superior

experiencesBalance

costsConclusion

Executive

summaryManage

performanceImprove

profitability

Protect

investments

Avaya can help

1 2 3PREV4

NEXT4

Balancing functionality against flat budgets

Doing more with less goes beyond upgrading software andhardware: it means adapting new forms of communicationthat influence how customer service is delivered. Developinga technology investment plan that delivers against corporateobjectives will give your organization strategic advantage(and get you the funding you need).

Move faster, move leaner

Deliver strong ROI with minimal investment by building on theinfrastructure youve already got.

Deliver greater operational efficiency with analytics to driveimproved processes

Optimize the customer experience across all channels

Drive greater profitability by eliminating costly agent-assistedand outbound calls

Businessissue

Solution

Dont default to forklifting theinvestment youve already madeinstead, let us help you drive strong ROIand efficiency across your business.

Avaya Self-Funded Roadmap4

Communications optimization toolshows how and where to invest infuture technology for maximumbusiness value.

Avaya Contact Center Benchmarking4

Avaya Analysts help optimizeyour contact center to cut costsand support customers across all

channels. Read more4

Avaya Customer Experience

Optimization Solutions4

Provides strong analytics,self-service optimization, and abetter understanding of callerbehaviors to help you deliver morefor your business.

Avaya Client Services4

Free your IT staff to focus on high-value projects and cut costs byoutsourcing support and responseto Avayas team of experts.

Introduction

Baancing functionaity

against fat budgets


4

WATCH

Avayas Ca

Management System.4

Trust an expert

Learn why Avaya has receivedindustry recognition for itssupport services.

Read more in Avaya GobaSupport Services Recognized by

Key Industry Organizations4
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Avaya can help

1 2 3PREV4


Disparate multi-vendor systems make it extremely challenging todeliver operational flexibility and scalability. In this environment,decisions are based on technologyinstead of business needs.

Embrace agility

Use a flexible architecture that integrates with enterprise applications

to enable simpler, more cost-effective, and more scalable modelsfor application, context, and multimedia integration. SIP architecturemaximizes the performance of your existing resources to boostpotential and consolidate IT infrastructure.

Businessissue

Solution

Introduction

Balancing functionality

against flat budgets

Investments in scaabiity4

SIP-based architecture easilyintegrates with a multi-vendor contactcenter environment.

Avaya Distributed IP Contact Center4

Optimize agent usage across

locations while consolidatingservers. Reduce maintenance costsby up to 15%, reduce applicationacquisition costs by up to 35%, andgain up to 8% in efficiencies withresource pooling.

Avaya SIP Trunking4

Empowers your agents with betteraccess to existing services that youcan deploy just in time.

This scalable platform allows youto consolidate trunks and reduceadministrative costs.

Avaya Contact Center Control

Manager4

Simplify and reduce administrationby delegating specific tasks to non-technical users, and by managingboth Avaya Aura Contact Centerand Elite from a single interface.

Avaya Contact Center

Contro Manager

Demo4

Avaya Aura Contact

Center Session

Manager Video4

WATCH SEE FOR YOURSELF

Venteo Case Study4

NEXT ChAPTER4
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costsConclusion

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performanceImprove

profitability

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experiences

Introduction

Expectations of

personal service

Inadequate

contact methods

4 A superior experience across every channel

Every change in communications media presents you with a balancing act. How doyou continue to meet your customers rising expectations for personalized servicewhen their expectations change so rapidly? And how do you ensure that everychannel feeds into identically-elevated customer experiences?


Expectations of persona service:meeting cascading customer demands Inadequate contact metods:changing as quickly as technology does

1 2 3 NEXT4

Changing the (contact) channels

of consumers say that theycontinually change how they contactan organization.

of consumers say that loyalty tocompanies is a thing of the past.

Read more about Preparing forYour Muti-Canne Future4

60%

43%...................................................................
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performanceImprove

profitability

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experiences

Avaya can helpIntroduction

Expectations of

personal service

Inadequate

contact methods

4

1 2 3PREV4

NEXT4

Expectations of personal service

Never in your history have customers held so much power to controlthe conversation about your brand. You have no choice but todeliver. As their expectations change, it s critical to find new ways toprovide seamless service.

Elevate everything

Every interaction with your customer needs to achieve the highestpossible standards. That means processes need to be airtight, everychannel must lead to the right solution, and a constant regimenof analysis and optimization should be in place and prioritizedappropriately. Most importantly, your agents need a complete viewof the customer during their interaction.

Businessissue

Solution

Transform your customer servicecapabilities to create a next-generationmultimedia experience.

Avaya Aura Contact Center 6.24

Enables end-to-end management of

customer queriesAdvances your contact center from

single, disjointed interactions tomore responsive, context-basedcustomer/agent sessions.

Provides multimedia channelsthat meet customer preferencesfor faster, easier issue resolution,including email, phone, SMS, socialmedia, IM, and click-to-chat.SEE FOR YOURSELF

EDS Case Study4

WATCH

Buiding Next-

Generation CustomerService Deivery4
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Expectations of

personal service

Inadequate

contact methods

4

Inadequate contact methods

Your customers want immediate answers. And they want themto come through whichever channel they choose. Which meansyour contact center must be equally robust across every channel,including online chat, video, and even SMS. Most importantly, yourcontact center must deliver the same quality of service regardless ofcommunication method.

Remain a step ahead

Understand how customers want to interact with you and give themthe choices they expect. Be proactive about emerging channels.Measure usage and expand or shift as customer preferences change.Dont hesitate to steer customers to the most appropriate channelfor each task.

Businessissue

Solution

Our solutions let you rapidly build, test,and scale new channels.

Avaya Aura Experience Portal4

Offers the latest contact methods,including voice, email, SMS andvideo self-service.

Handles simple customer requestsquickly, without bogging down yourcontact center agents.

Voice solution offers managementand reporting features that helpreduce costs and simplify operations.

1 2 3PREV4

SEE FOR YOURSELF

hOT TeecomCase Study4

WATCH

Game CangerWebinar: Te Impact of

Rea-Time Information4

NEXT ChAPTER4
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summaryManage

performanceImprove

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experiencesBalance

costs

Introduction

No funding for the

current IT strategy

Integration across

all channels

4 Increasing demands vs. flat-lining budgets

Youre facing two very disquieting trends. On the one hand, the enterprisedemands greater functionality, efficiency, and bandwidth from an already-strainedinfrastructure. So you need to bring in new technology and adapt to new forms ofcommunication to better serve your customers.

On the other hand, your budget is flat. Youre being asked to do more with less.

In other words, there are now two constants in business: everything changesexceptfor your budget. And this is the singular challenge of our era. The goodnews is that there are strategies for delivering contact center ROI and valuewithout breaking the IT budget.


No funding for te current IT strategy:meeting budget pressures

Integration across a cannes:marrying front-ends with back-ends

1 2 3 NEXT4

of your customers will contact you againif they dont get their issue resolvedthe first time.* Investing in technologyfocused on the customer experience willreduce costs and deliver strong ROI.

70%

Efficiency = savings

*Callcenters.net 2011 Contact Center ConsumerIndex Report
http://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/Chat/clickToChat.php


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experiencesBalance

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No funding for te

current IT strategy

Integration across

all channels

4

1 2 3PREV4

NEXT4

No funding for the current IT strategy

Your painstakingly crafted IT strategy relied on a certain budget.And while those projections are likely a distant memory, yourmaintenance and support demands are still trending upward. Itsyour job to figure out how to keep pace.

Slim down and prove value

Integrate and streamline your systems to find efficiencies and reduceredundancies. At the same time,prove how you can do more withmore. Build a business case that demonstrates how investments inthe contact center rapidly pay off.

Businessissue

Solutio

n

Let our experts assist youin creating efficiencies and

justifying investments.

Avaya Professional Services4

We help you develop a technology

investment plan that deliversagainst corporate objectives andgives your enterprise a strategicadvantage. Well assist you inpreparing a business case thatdemonstrates the revenue and ROIyour purchases and IT projects candeliver to the organization.

Contact Center Design and

Integration4

We can help you integrate systems

and streamline operations to deliversuperior customer experiences atreduced costs. We assist indeveloping detailed contact centerdesigns that optimize your currentcommunications architecture usingexisting systems and applications.

SEE FOR YOURSELF

Bue Cross and Bue

Sied of Kansas City

Case Study4
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summaryManage

performanceImprove

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experiencesBalance

costs


No funding for the

current IT strategy

Integration across

a cannes

4

Integration across all channels

Does historical contact information follow customers as they movethrough your contact center? If not, then your customers have toexplain their issues (including basic account information) over andover again. And while this is frustrating, theres a bigger issue: its ahugely inefficient use of agent time.

Focus on standardsThis isnt as technologically challenging as you may think. When yourweb services are standards-based, integration between the contactcenter and back office applications is much simpler. This allows youto easily share information, which reduces your cost-per-resolutionand increases the capacity of your existing agents to solve problems.

Businessissue

Solution

Our solutions can help you gain contextpreservation to enhance overall contactcenter efficiency.

Avaya Aura Contact Center (AACC)4

Allows historical data and social

attributes to follow the customerthroughout your contact center.

Gives agents, experts, andsupervisors access to informationthat allows them to routeassignments and fine-tune the matchbetween incoming interactions andavailable agents.

Lets agents better anticipateuser needs, which leads to fastercall resolution.

1 2 3PREV4

WATCH

Avaya Aura Contact

Center Demo4

Integrate excellent service

83% of consumers say theydbuy more from a company if theymade it easier to do businesswith them.

Read more about Preparing for

Your Muti-Canne Future4

CONClUSION4
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2011 Avaya Inc All rights reserved

2012 Contact Center Consumer Preference eBookTo speak with an Avaya Contact Centerspecialist, call 855-227-2244 now forCat Now4


4

4Executive

summaryManage

performanceImprove

profitability

Protect


experiencesBalance

costsConclusion

Your contact center can be a profit center.

You can deliver superior customer experiences across multiplechannels while saving money and actually driving more businessfrom existing customers.

And we can help.

Contact Avaya Professional Services to learn how end-to-end solutions

and application enhancements from the Avaya Aura Contact CenterSuite can bring your contact center strategy in line with your customerspreferences. This ultimately delivers greater revenue, brand equity andvalue to your business.

Our consultants can help you see the big picture and develop a roadmapfor getting there.

Call 855-227-2244 or click here today.
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consumer preference ebook final 11-14-11

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