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New Avaya Solutions Extend Predictive Routing to Web-based Customer Interaction and Help Contact Centres Manage Compliance with Federal “Do Not Call” Registry

  • 27 October, 2003 10:57

<p>Avaya Customer Interaction Suite features advanced capabilities for personalised multi-channel service, compliance monitoring and self-service scalability</p>
<p>SYDNEY – Avaya Inc. (NYSE:AV), a leading global provider of communications networks and services for businesses, today announced the Avaya Customer Interaction Suite, a suite of contact centre solutions featuring new and advanced capabilities that deliver personalised customer service across any communications channel, help contact centres manage compliance with state and national “Do Not Call” registries, and improve the scalability of self-service.
Each of the suite’s solutions — which encompass the areas of Contact Management, Self-Service, Proactive Contact and Operational Effectiveness — are powered by new versions of the company’s contact centre applications, which have been brought together into a single, integrated product suite with simplified pricing. Designed to support a multivendor, open standards-based infrastructure, the Avaya Customer Interaction Suite enables contact centre managers to seamlessly integrate business applications from leading customer relationship management (CRM) vendors, and provides a foundation for the rapid development of new applications. The suite is part of Avaya’s family of Internet Protocol (IP)-based MultiVantage Communications Applications.</p>
<p>Avaya Customer Interaction Suite Addresses Contact Centre Priorities
For inbound customer inquiries, the suite extends Avaya’s patented predictive routing technology to all multi-channel communications, including customers coming into a contact centre via e-mail or the Web. The routing technology enables enterprises to predict an inbound customer’s needs by evaluating service levels, past transactions and agent availability, and then matching the individual with the most qualified agent. Previously, this capability was only available when a customer called the contact centre on a telephone. This new capability enables businesses to serve a larger number of customers more effectively.
For example, when a customer’s request arrives via e-mail, its urgency and service level requirements are analysed based on the e-mail address, the case that is generated, and its relationship to a business’ customer service objectives. After the customer is identified, his or her needs are prioritised against all other incoming multi-channel inquiries and available agents in order to provide an optimal response. This ensures that every customer interaction opportunity is maximised, along with each agent’s time and effort.
For outbound sales calls, the suite helps ensure that a contact centre’s predictive dialling capabilities — which provide automated customer outreach — are in compliance with updated state and national regulatory rules, including “Do Not Call” registries. Through real-time and historical monitoring of outbound calls, Avaya helps contact centres manage business priorities while adhering to new regulatory requirements, and provides tools to generate a consolidated compliance report that can be presented on demand. Additional enhancements to Avaya’s predictive dialling capabilities help keep automated outbound sales calls compliant with “call abandonment” regulations, driving successful interactions between agents and customers in a timely manner and in accordance with regulations. These critical capabilities help companies optimise sales opportunities, while deriving the greatest benefit from every customer relationship.
The Avaya Customer Interaction Suite also delivers enhancements to scalability and interoperability. In terms of scalability, it provides contact centre managers with a software-based self-service platform that operates on higher capacity, stackable, industry-standard servers. This increases scalability and support for Voice XML and IP telephony applications, and enables enterprises to more cost-effectively scale their self-service capabilities through reduced equipment, integration and management costs. Additionally, the suite expands its operating system availability to the IBM AIX™ operating system, including IBM WebSphere* application server, and IBM DB2* Universal Database.</p>
<p>Customer Service Solutions to Help Businesses Reach Greater Revenue
"The Avaya Customer Interaction Suite directly addresses the trends that our research shows are driving today’s contact centre market,” said Brian Huff, lead analyst, Datamonitor. “These include growing demand for IP telephony, multimedia contact centres and workforce optimisation. By targeting these trends head-on, Avaya provides executives with a solution that is easily accessible, and drives greater value from their contact centres.”
The solutions within the suite enable enterprises to address a wide range of priorities, such as effectively responding to customer inquiries, providing cost-efficient customer self-service, managing proactive customer outreach consistent with new regulatory guidelines, and improving operational effectiveness with centralised management capabilities.
“The Avaya Customer Interaction Suite provides enterprises with solutions to help them enhance their customer relationships and grow revenues,” said Keith Larson, vice president and general manager for Avaya’s CRM solutions group. “Our industry-leading contact centre applications and related systems and services are enabling businesses around the world to optimise their communications networks to achieve a superior competitive advantage.”
A business using Avaya’s contact centre solutions is NexCare Collaborative, an information and referral organization within the healthcare services sector. NexCare turned to Avaya for help in increasing the efficiency of its contact centre operations, which provide free help-line services to families with children. The company requires customer communications in multiple languages and integrates many of the capabilities found in the Avaya Customer Interaction Suite, including features that leverage multi-channel interaction.
“Avaya’s contact centre solutions were the best choice for helping us achieve our goal of raising customer service to the next level with enhanced communications,” said Jilda Castaldo, projects coordinator, NexCare. “The capabilities Avaya provides, such as speech-based self service and skills-based routing of calls, enable us to intelligently and rapidly meet the needs of those who require our services with immediacy.”</p>
<p>Avaya Expands Leadership Position in Contact Centres
Avaya is a global contact centre infrastructure leader, ranking first in international markets, including the North America and Asia Pacific regions1. In addition, Avaya was recently listed in the leaders quadrant for Gartner’s 2003 Magic Quadrant2 studies of contact centre infrastructure providers in North America and in Europe, Middle East and Africa, a ranking based on a company’s completeness of vision and ability to execute.
A significant factor in Avaya’s leadership position is the expertise of the more than five hundred contact centre design and implementation experts in Avaya Global Services’ Professional Services group. These experts help companies tailor solutions to address their specific customer business objectives.
Avaya Global Services assists companies in defining goals and implementing solutions based on advanced technologies. These professionals can personalise service in a multi-channel communications environment, re-design operations for a global customer care strategy, and evaluate how to decrease customer wait times, in addition to other ways to optimise contact centre performance.
For more detailed information and pricing on all of the applications and capabilities comprising the Avaya Customer Interaction Suite, including information on vendor applications and operating systems supported, please visit:</p>
<p>Pricing and availability
All solutions are available in Australia:
Suite Component Global Availability List Price (Approx Australian value)
Contact Management August 2003 $715 to $5,700 per concurrent user
+ Business Advocate August 2003 $180 to $715 per concurrent user
Self Service September 2003 $1,140 to $ 1,700 per concurrent user
Proactive Contact September 2003 $715 to $5,000 per concurrent user
Operational Effectiveness August 2003 $285 to $1,400 per concurrent user</p>
<p>About Avaya
Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) telephony systems and communications software applications and services.
Driving the convergence of voice and data communications with business applications – and distinguished by comprehensive worldwide services – Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya website:</p>
<p>1. Frost &amp; Sullivan, North American Contact Centre Solutions, March 2003; Frost &amp; Sullivan Interaction CRM Market report for Asia Pacific, December 2002.
2. N.A. Contact Centre Infrastructure Magic Quadrant, 2003. Bern Elliot, Drew Kraus. June 17, 2003; Gartner Contact Centre Infrastructure Magic Quadrant for EMEA, 2003. Steve Blood and Terry Wright. July 16, 2003. The Magic Quadrant is copyrighted 2003 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.</p>
<p>*Denotes a trademark or registered trademark of the International Business Machines Corporation.</p>

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