Today, many distributed contact centers have been implemented to reduce cost, mitigate risks and support 24/7 operations. Furthermore, distributed contact centers help enterprises operate disparate centers acquired through corporate mergers and acquisition.
Compounding this need is the requirement of many businesses to offer telecommuting options to retain agents while reducing cost.
Avaya Unified Communications are designed to allow workers access to the business communication tools they need from wherever they are. These capabilities are also easily managed to reduce administration efforts.
Employees have improved access to business applications and other associates. They can more easily reach external customers, suppliers, partners, and stakeholders to address issues, create opportunities, and advance work flow.
Good customer service and responsiveness is the responsibility of all associates in the enterprise, not just those in contact centers. Unified Communications can increase customer loyalty by simplifying customer interactions, accelerating the responsiveness to their needs, and increasing the availability of employees.
Increased Connectivity and productivity are the primary results of implementing Unified Communications. A call that was started on a desk phone can be transferred to a cell phone or from cell phone to desk phone without interruption while the call is in progress.
Simultaneous ringing of business line and cell phone and find-me / follow-me services increases the probability that a caller will reach the intended person on the first attempt. Improved access to people and messages provides necessary information to assist in dealing with customer issues and workflow.
Unified Communications capabilities allow people to work and communicate from anywhere.