- Customer and service strategy
- Success criteria and metrics
- Workflow diagram
- Communication channels needed in the solution
- Systems to be integrated as part of the solution
- Organisational implementation.
Customers no longer solely contact us by calling - they now have the options to get in touch via SMS, Instant Messaging (IM) e-mail and chat. Together with Avaya, we provide you with the opportunity to communicate with your customers on their terms. Manage all your contacts - whether through e-mail, chat, SMS, IM or social media - in the same way in which you process incoming phone calls. Through a Customer Interaction Center we match the incoming tasks with the best imaginable resources every time your customers contact you. That contributes your staff and give them the opportunity to see all relevant information about the customer immediately, including their history, which finally help your staff deliver the best improved service to your customers.
By using communication channels that are cheaper for the business to run, we can reduce your total costs while simultaneously increasing the level of service you provide.
Click on the infographic to the right to learn more about the possibilities available for you with a Customer Interaction Center Solution from Avaya.