Working 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:
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:
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.
82 percent of Millenials report that they will buy more from companies that make it easy to do business.
Avaya is well positioned to meet the needs, requirements, and challenges of midsize businesses with Contact Centre Solutions for IP Office that:
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:
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.
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.