Avaya IX Contact Center

2019: Анонс Avaya IX Teamspace, IX Dashboard и Agent Scripting

On October 4, 2019 Avaya Holdings Corp company. announced the developments within a solution portfolio of Avaya IX Contact Center which will allow to add tools and intellectual technologies for the broad installed base of clients.

The possibilities of Avaya IX Contact Center provided by the company were already implemented by the different organizations worldwide and tested in their working environments. These developments are created in response to specific requests from customers and directed to improvement of the user experience of employees and clients for the purpose of strengthening of image of a brand and also decrease in operating costs, explained in Avaya.

As existing, and new users of Avaya IX Contact Center will be able to provide to operators and heads of the contact centers access to analytical information in real time; establish connection between operators and profile specialists within all organization for faster problem solving of clients; and also to increase quality of interaction on all communication channels.

Among offered a possibility of Avaya IX Contact Center:

• Avaya IX Teamspace provides close integration with a back office: gives open, ample opportunities for communication and message exchange between clients, operators and profile specialists for more convenient and fast interaction and cooperation in real time. Thanks to the fact that clients and operators can contact ease with experts from a back office, and those, in turn, get access to up-to-date information about each stage of service, Teamspace can increase the processing speed of requests and problem solving of users that promotes quality improvement of their service.
• Avaya IX Dashboard is the open, modular, expanded toolbar which provides an analytical cut of data on each stage of customer interaction to within a second. This solution with the single interface well from any place in the world and from any device. It is developed for heads of an average and the top management who are responsible for customer service, and designed to provide them the operational analytical information necessary for more weighed and fast decision making and also for improvement of the user experience within all organization.
• Agent Scripting is the flexible web platform which allows to create scenarios for the entering and outgoing calls. Agent Scripting eliminates differences in skills of operators using the accurate, based on rules scenarios who adapt directly in the course of the conversation. This solution represents the step-by-step tutorial available on the screen of the operator, for more effective customer interaction. Besides, thanks to integration with CRM and other internal systems invaluable data on clients become instantly available to operators that they could provide high quality of service and accelerate process of permission of requests.

According to Yaser Alzubaydi (Yaser Alzubaidi), the senior director of Avaya according to solutions for digital interaction, these functions which are initially created as user applications for the satisfaction of specific requirements and the solution of first-priority business challenges, are available to wide audience within Avaya IX Contact Center now.