Small and Medium Enterprise (SME) Contact Centre

Customer expectations have risen dramatically, requiring companies to develop a far broader set of capabilities for their customer interactions. To be successful today, small and midsize businesses must be capable of responding swiftly, efficiently and accurately to their customers no matter which channel of interaction – or combination of channels – customers choose. Businesses understand that speedy and efficient communications can enhance highly personalized customer service. Contact Centre solutions for SME businesses allow them to differentiate their services from the competition and achieve better customer segmentation– which can translate into increasing revenue, loyalty, more satisfied customers and a more profitable business.

IP Office Advanced Edition

Avaya IP Office Advanced Edition enables growing businesses to take advantage of Avaya’s industry-leading contact centre expertise. For small to medium businesses that want to differentiate themselves through exceptional customer service, Advanced Edition provides customer service reps and their supervisors with the tools to effectively handle call volumes and gather and report valuable customer intelligence to help increase sales and agent productivity. Growing businesses can get real-time insights into how marketing campaigns are performing so resources can be adjusted if necessary to maximize return on the investment and help streamline costs and boost campaign-generated revenue.

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IP Office Contact Centre

Avaya IP Office Contact Centre extends Avaya innovation in contact centres to small and midsize businesses, giving them the simplicity and value they require. Optimized for use with Avaya IP Office software, the solution enables blended multichannel capabilities to enhance and expand customer communications. With IP Office Contact Centre, businesses can integrate inbound and outbound voice, e-mail, and web chat channels, and proactively manage the entire customer interaction lifecycle. Your business can begin at its own pace with one channel such as voice, for example, and add other channels such as e-mail as your objectives evolve.

Skills-based routing will route all customer inquiries to the employee who is best qualified to handle them, based on media type, expertise, and past experience with a particular customer or situation, and detailed monitoring and reporting provides insight into business operationshelping identify, measure and pursue opportunities.

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Unified Communications for Business (UCB)

NEC's Unified Communications for Business (UCB) application is easy to use and tailored to meet your needs. It provides a range of tools to help your contact centre become more responsive, more flexible and function more efficiently. Tools include rich presence technology (RPT), unified messaging, and mobile and desktop telephony, so staff can make better and more informed decisions, quicker.

Using customer information and skills-based routing; callers are directed to the agents best able to help them, quickly and efficiently.

Intelligently manage all contact multimedia types in a single, fully integrated solution. This includes web chat, web call back, fax, email and activity queuing. Take advantage of “Multimedia All” licensing to provide agents with multiple customer interaction points.

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