Avaya Call center

Avaya (call centers) - the company Avaya is market participant TSOV. Worldwide more than 25000 operator centers, from them – the multimedia centers are set 1500. More than a third from 4-million world army of operators come to work to the operator centers of production of the company Avaya. Software, loaded on telecommunication server Avaya, allows to implement functionality TSOV of any complexity.

Scope of application

Each of us had to come up against a situation when for the solution of a small question you call in the organization, but on the specified phone number you hear constantly a busy signal or long beeps and if carries and phoned it turns out that there is no required specialist now, and his colleagues advise to call later. Often it is necessary to ring several times help and to learn other numbers of the organization, to spend time for calls to employees who are not connected with the solution of a question.

Resources and money are as a result wasted. The company management has no clear vision what requests arrived how many clients refused their services, for what reason. Customer service quality falls, clients "voting legs" leave to the competitor.

In modern business the competition is won by not the best goods and services, and the best systems of customer service. The first in Russia this truth in practice was checked by commercial banks, telecom operators and insurance companies. Training took place under a squall of calls of the citizens wishing to take a consumer loan, to subscribe for telecommunication services, to purchase the insurance policy.

TsOV in Avaya understanding

TsOV is the main system providing direct dialog of business with the clients. Except the term TsOV terms Contact center and "Call center" are often used. "Contact center" is the general term designating the Call Center (CC) where the call is meant as the entering address on one of possible channels: a voice (the address by phone), e-mail, web, chat, the fax is multimedia calls. "Call center" is meant as TsOV servicing only voice calls.

Today, the most part of communications with clients is performed by phone. It will be obvious this share, gradually to be reduced, will not be widely adopted new technologies yet — voice services, certainly, will remain the leader in use frequency. Reasons of "longevity" of phone a little:

• interactivity of interaction;
• possibility of emotional contact;
• availability — it can be used practically always and everywhere;
• democratic character — the traditional means of communication available practically to all population of Russia.

Modern TsOV also should provide communications not only by phone, but also on such communication channels as the SMS, a web chat (the systems of instant messages on the Internet) and e-mail.

For operational service of requests operation algorithms of TsOV should be most integrated with internal business processes of the company - tasks are distributed between operators by accurately set criteria. The procedures started by operators of TsOV penetrate all other processes of the enterprise, and without gap in processing of the request. Processes in which one manager traditionally was engaged break into components and are distributed to specialists depending on their qualification. Thanks to such "intellectual routing" professionals are engaged in what they are able to do best of all, and low-skilled employees get all routine. The information system completely undertakes the most primitive transactions, reducing labor costs of the company.

One of methods to reduce costs is use of technology of self-service of clients. Modern TsOV already learned to recognize the speech of subscribers and even automatically to answer them and to give operational references. According to analysts use of VR technologies (Voice Recognition) and IVR (Interactive Voice Response) helps the organizations to automate processing from 5% to 30% of incoming calls. Channels of self-service cost to the companies much more cheaper, and they persistently aim to shift in their direction of clients who, as a rule, are drawn towards expensive communication channels with living employees.

Features TSOV Avaya

A number of unique approaches and algorithms allows to reach TsOV of the purpose, most important for owners: service as the bigger number of calls is possible as it is possible smaller staff of operators. For accomplishment of assigned tasks functionally the architecture of TsOV Avaya consists of the following systems:

• system of automatic routing and distribution of requests;
• system of self-service of clients of TsOV;
• interaction management system of operators of TsOV with clients (CRM-system);
• recording system of negotiations and quality control of service of TsOV;
• management system, monitoring, collecting of statistics and reporting;
• system of the outgoing notification of clients.

The Avaya company offers the unique, not having analogs algorithms of optimization of work of TsOV allowing to predict possible problems and to prevent them still before they arose. For example the function called "The choice of the operator according to qualification" ("Avaya Expert Agent Selection" - EAS), allowing supervision manpower to TsOV to set compliance between requirements of subscribers and experience and qualification of the operators. Groups form by the principle of presence at operators of certain professional skills. Ownership of the operator of this or that professional skill is estimated on a scale from 1 to 16. Each operator can have several professional skills (for example, to know Russian also English languages), therefore, he can enter into several operator groups (at most — 60).

The system of self-service Avaya Voice Portal is the modern platform of voice self-service combining all advantages of the IP telephony and web services for the organization of high-performance, profitable and efficient services of voice self-service.

Avaya Voice Portal provides:

• expanded identification of the client on the basis of input a pin of codes from the telephone set or key voice phrases;
• creation of individual rules of customer service and voice iterative menu;
• Ensuring automatic customer interaction using the voice recognition system;
• Providing a pereadresovyvaniya of a call of the client on the permitted phone numbers of personnel;
• Ensuring automatic providing information to the client from information systems using protocols of data translation to a voice;
• Ensuring broadcast of a voice message from the client in voice mail boxes;
• Creation of the link to the operator of TsOV for automatic providing the return telephone call for communication with the client;
• Possibility of "call-down" of clients on in advance programmed scenarios.

Avaya Dialog Designer allowing to create is provided to VoiceXML-for simple and convenient development of trees of voice self-service and writing of scripts for Application Server in delivery with Voice Portal applications which then are placed on Apache Tomcat or IBM WebSphere.

Avaya Interaction Center is a modern multimedia management system for contacts which gives effective opportunities of routing and contact managements on all relevant channels of addresses: to phone, e-mail and web.

At the same time all interactions are put in the general queue (where they can appropriate different levels of a priority), and the same operator can react at the same time to several addresses (for example, speaking by phone, to accept a request in a web chat).

The Avaya Interaction Center system provides:

• Ensuring direct interaction of the operator or expert with client of TsOV;
• Automatic creations of the commitment form of the client with display of details, stories of calls, operational information, a categorization of calls;
• Creation of individual forms and dynamic vidiomodely the automated workplace of the operator for service of the accepted request;
• Ensuring information support of the operator by creation of dynamic links, display and quick search of the operational and reference information necessary for customer service;
• Transfer of the request on queues and points of customer service (the operator, the expert) integrally and synchronously the commitment form + a voice call.
• The web site visitor can select an interaction method, convenient for himself with the operator center - a chat session with the operator from a real mode of time or self-service when clients can use the list of frequently asked questions, a callback request.

The application of the operator of AIC can be thick (the copy of the software is established by each operator machine) or thin (connection from the browser to the Web server) the client, it can function in the terminal environment Citrix, easily gives in to customization (change of number of buttons, structure of panels and design) and also can be built in a workplace CRM Siebel SAP , etc. For automation of development the Interaction Center Workflow Designer system is a part of AIC.

AIC allows to provide contact of the client with the operator in real time extremely important for formation of positive experience of communication with the company for the account:

• operational receiving customer information prior to the conversation with it;
• the history of addresses of the client, including open requests for service;
• if the client to entry to the operator worked in the system of self-service of TsOV, that obtaining information on the activated positions of voice menus and the queries executed by the client;
• call categorization in compliances with the adopted rules of service;
• obtaining operational information from information systems SKOI
• synchronous communication of a call on service to the expert integrally a voice + a form of the current indent with preserving by information entered by the operator.

At receipt of a call on an automated workplace of the operator along with arrival of a call the form with customer information which may contain such data as a surname, a name, a middle name, information on products which are owned by the client, information on messages which need to be transferred to the client is displayed.

Thus already before processing of a call the operator knows with whom he should speak and what questions to answer. It allows not to find out all information from the client, and to start directly processing of the request.