High tech: Solution for integration of contact centers of Avaya into messengers and social networks

The Haytek company at the end of March, 2018 presented the solution allowing to broaden the number of canals with which multi-channel and omnichannel contact centers of Avaya work.

According to the company, such contact centers support and process voice calls, messages by e-mail and web chats, but at the same time regularly interact with limited number of messengers. Among them — Facebook applications and Twitter and also the Chinese WeChat which are not enjoying popularity among the Russian users, the Canadian Kik Messenger and the Japanese Line.

The solution "Haytek" allows contact centers of Avaya to process messages of users from all social networks and messengers widespread in Russia, including WhatsApp, Viber, Telegram, Facebook, Vkontakte, Odnoklassniki and others, within the general queue and uniform logic of work of contact center using uniform attendant workstation for interaction on all channels.

The solution is implemented based on a cloud platform of MySender: messages of users come to a cloud, and then are transferred to the module of Avaya contact center. Cloud infrastructure completely conforms to requirements of the Russian legislation on processing and use of personal data of citizens, specified in Haytek.

The solution "Haytek" is easily integrated as in the existing contact centers of Avaya, and can be delivered at deployment of new platforms. Thanks to synchronization of Avaya contact centers with messengers, the companies will be able to increase a scope of target audience, to attract new consumers, to create comfortable conditions of communication on communication channels, convenient for them, for the clients, to increase the speed and efficiency of processing of the arriving messages.