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Contact centre


Avaya Contact CentreWorking closely with our customers, the team at Evoke understand that customer experience has evolved.

Contact Centre Managers are constantly being pressured to deliver high-quality customer service, improve productivity, and cut costs as they deal with intense competition. They view technology as business critical to compete and grow successfully. They are looking for contact centre solutions that will:

  • Improve customer satisfaction and retention.
  • Increase sales and revenues.
  • Reduce costs.
  • Increase agent productivity and contact centre efficiency.
  • Support new customer contact channels (multichannel; e.g., Web chat, text,
    IM, in addition to voice).
  • Transition support silo(s) to a unified experience strategy.
Midmarket Contact Centre Trends

Supporting multichannel communication in the contact centre is more than a “want” – it has rapidly become a “need.” Today, businesses are looking beyond traditional voice-based contact centre solutions. According to a Forrester research study, 34 percent of midmarket companies plan to add multichannel integration in the next 12 months. This trend is predominantly driven by customers, who are accustomed to communicating how and when they want to, using the device of their choice.

Consider, too, the critical role of the contact centre agent. In today’s increasingly mobile workforce environment, they may either need to work in a centralised location, distributed across multiple locations, or in line with flexible working practices, working from home. These factors highlight the critical need for efficient, effective training and flexible, powerful, easy-to-use agent management solutions.

Therefore, midmarket spending on contact centre technology is driven by:

  • The demand for multichannel options to support their agents and enable them to provide better customer service.
  • The need for advanced software to manage agent performance and productivity.
A Multichannel Platform: The Competitive Edge

A multichannel contact center platform is a requirement for truly competitive service—both to reduce costs and to provide the highest levels of customer satisfaction.

  • Improving efficiency: Providing effective channel alternatives can result in a call volume reduction of up to 30 percent, allowing agents to serve customers more efficiently.
  • Meeting customer expectations: 78 percent of consumers want to be able to communicate with companies via multiple channels.
  • Improving customer satisfaction: 68 percent of customers expect the information they give an organization in one place (e.g., its website) to be available in another; preserving customer information across channels can improve customer satisfaction by up to 50 percent.

82 percent of Millenials report that they will buy more from companies that make it easy to do business.

Avaya Contact Center Solutions for IP Office

Avaya is well positioned to meet the needs, requirements, and challenges of midsize businesses with Contact Centre Solutions for IP Office that:

  • Are optimised for use with IP Office software.
  • Enable blended multichannel capabilities.
  • Enhance customer experiences to increase revenue and customer
    lifetime value.
  • Can improve agent efficiency to reduce costs.
  • Are part of the comprehensive suite of Avaya collaboration solutions
    for the midmarket.
Avaya Contact Centre ManagerAvaya IP Office Contact Centre

Designed for the small and midsize business, Avaya IP Office Contact Centre can be deployed at a single location or across up to 32 networked locations supporting five to 100 agents. Agents can be physically located in a single office, at multiple locations across the enterprise, or at home with “in-office” capabilities for maximum flexibility and 24-hour support. Avaya IP Office Contact Centre supports voice, email, and web chat channels for optimal accessibility.

Avaya IP Office Contact Center benefits include:

  • Enhanced customer experience: Skills-based routing enables the system to
    intelligently route customer inquiries to the most appropriate agent or service
    based on availability, communication channel, expertise, and past
    experience—reducing wait times, eliminating excessive transfers, and
    minimizing customer frustration.
  • Optimized agent utilisation: The customizable agent desktop includes simple-to-use call control features designed to speed across multichannel transactions whether answering a call, replying to a web chat or e-mail. Wallboards keep the agents informed of current traffic condition’s and can simply log out of one group and into another to help out. When inbound traffic is reduced, agents can automatically start outbound calls to maximise productivity, and increase sales revenue. Self-service solutions are packaged with the included IVR—giving agents more time to deal with live voice calls and reducing wait times. Every agent voice license also includes a preferred edition port for call recording purposes, making it extremely cost effective.
  • Powerful supervisor desktop: Supervisors have complete visibility and control of the contact centre—in real time and over time, with comprehensive historical reports for all channels so they can react to situations, even remotely logging agents in and out of groups and channels to ensure optimum customer service.
  • Call Recording: Call recording is a vital addition to any contact centre, with IP Office Contact Centre, every agent includes a preferred edition port recording every call or a random selection. Supervisors can retrieve calls based in CLI, DID, agent ID etc.

Why choose Avaya?

Avaya is a leading global provider of next-generation business collaboration and communications solutions, providing UC, real-time video collaboration, contact centre, networking, and related services to companies of all sizes around the world.

Avaya has number one market share globally with 30.5 percent and has been named a leader in the Contact Center Solutions Gartner Magic Quadrant for the last 13 years.

Avaya helps our customers bring people together with the right information at the right time in the right context, enabling business users to improve their efficiency and quickly solve critical business challenges.

Because Avaya’s solutions are based on open standards, our customers can decide what works best for them.

Why choose Evoke?

Working with the Evoke team, Our objective is to really understand your business and your key drivers and requirements, empower your contact centre to give customers and agents
the best experience possible—regardless of the devices, locations, or communications channels they choose.

Speak to one of the Evoke contact centre team today for further information.