Digital transformation is occurring in banking, healthcare, media, logistics, retail, utilities, and many other sectors. As a result, the contact center is also evolving to meet the needs of mobile workers and customers.
“Customer experience is a key differentiator among companies, and technology is the main enabler of that transformation,” said Avaya’s Diego Klajner, senior product manager, Advanced Software Solutions, at an Avaya ENGAGE 2019 session, “Mastering Avaya Endpoints for Your Contact Center.”
“However, there are numerous challenges to delivering customer service, including a disjointed customer-agent experience,” said Stephanie Long, senior product manager. Agents are forced to switch from screen to screen when servicing customers, there are inefficient system workarounds, and agents can’t quickly get to the cues and prompts that enhance services.
Other issues include lack of visibility to customer interactions, inconsistencies in how agents interpret customer data and inability to personalize customer conversations, she added.
“The contact center is also transforming to serve new types of users, such as field service technicians, branch office workers, personal bankers, virtual care providers, and home agents,” said Brian Hillis, director.
As a longtime leader in this sector, Avaya has the customer experience ecosystem to address both the traditional and recent challenges in the contact center market, according to Hillis. “We also can integrate with multiple CRM systems and applications, as well as a wide variety of devices.”
As a longtime leader in this sector, Avaya has the customer experience ecosystem to address both the traditional and recent challenges in the contact center market, according to Hillis. “We also can integrate with multiple CRM systems and applications, as well as a wide variety of devices.”
Now, Avaya is back selling headsets (the L100 series), along with a new generation of hard phones, added Bill Jolicoeur, director, product management. The J-100 phones series includes:
• J129 IP Phone, a cost-effective, entry-level device designed for public or walk-up locations or any user with basic communication needs.
• J139 IP Phone, designed for users who make a low number of calls and need a minimal feature set.
• J169 IP Phone (H.323*/SIP), designed for knowledge workers that require the full range of features.
• J179 IP Phone (H.323*/SIP), targeted for knowledge workers who need the full range of features and advanced capabilities (Bluetooth, WiFi).
Avaya’s softphone options for the contact center include one-X Agent, tailored for traditional use cases, and Avaya Agent for Desktop, with more powerful screen pops that supports traditional and new use cases.
The next step in terms of endpoints is Avaya’s Expert Client for mobile, desktop or Vantage. This hybrid UC/CC client can handle new use cases, redirect on no answer (RONA) and support connecting to a specialist rather than just an agent.
Avaya also offers “out-of-the-box” integration with leading CRM solutions, such as SalesForce, SAP and Oracle. “Avaya supplies an embedded user interface for interaction controls,” said Jolicoeur. “Agents can use a CRM or business application as the primary user interface with features that include reason codes, click-to-dial, versatile screen pops, and integrated CRM logging.”
Finally, Avaya is a leader in desktop wallboards, with dynamic data feeds from varied sources, agent and supervisor user interfaces, and real-time and historical contact center statistics.
“Avaya allows you to personalize customer interactions and anticipate their needs,” said Long. “Our solutions help agents determine the natural next steps in the customer journey.”
