Avaya Interaction Center

Avaya Interaction Center (IC) is a modern multimedia management system for contacts which gives more perfect opportunities of routing and contact managements on all multimedia channels: to phone, e-mail, the systems of self-service, a chat, collaboration via the web browser and communications in Voice over IP (VoIP) technology.

IC helps to increase operational efficiency and flexibility of service of addresses and also overall effectiveness when using different communication links for sales of goods and services, support and customer interaction. Now in the conditions of fierce competition of the company should find and support various channels of providing information to clients. Today clients demand a possibility of transactions at any time and in any place, voluntarily. The Internet changed methods of interaction of clients with the companies and created new ways for attraction and customer retention.

Avaya Interaction Center routes and manages customer interaction on various communication links, including a voice, the IP telephony, the systems of interactive speech interaction (IVR), facsimile, e-mail, web, and the systems of e-commerce. Avaya Interaction Center in combination with software of Avaya Operational Analyst allowing to register and consider all interactions irrespective of the fact which the communication channel was selected by the client, helps the operator centers to provide high-quality management of services, sales and customer interaction.