Avaya Blue

Expand the performance, reliability and flexibility of your existing infrastructure investment.

Offer state-of-the-art communications in your present environment

We work with many legacy Nortel clients – helping them get the most out of their current Avaya Blue environment while closing gaps in functionality with a hybrid solution that integrates newer Avaya Red technologies.

Avaya Aura Contact Center (AACC) is an all-in-one multichannel contact center solution that allows you to manage all of your contacts the same way you manage inbound voice interactions. Match customers with the most appropriate resource every time they reach out to you. Deliver a differentiated customer experience based on real-time and historical data available to your agents on their desktops. Let customers reach you via phone, email, chat, SMS and social media.

The solution works with Avaya legacy equipment as well as Avaya Red and IP Office.

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Key Benefits

  • 1

    Provide a Single Interface

    Empower agents to manage a variety of customer interaction types from a single desktop interface. Agents can simultaneously respond to multiple interactions – such as a chat and an email.

  • 2

    Support Channel Preferences

    Customers expect contact centers to provide service wherever they are, whenever they want, and on the channel of their choice. Customers increasingly prefer chat, text and social – and contact centers can save money by adopting these low-cost channels.

  • 3

    Personalize Customer Experiences

    Giving agents a 360 degree view of customer data, including profile information and details of recent interactions, empowers them to provide faster, more tailored service.

A Reliable, Multi-channel Solution

Manage contact center performance

Take advantage of more than 120 predefined real-time and historical reports, as well as a Report Creation Wizard for producing customized reports. Easily monitor the statistics that are critical to maintaining your service levels and use real-time performance information to quickly adapt to situations.

Use the power of automation

Give customers the ability to quickly access the information they need using convenient self-service channels, including voice (IVR), SMS and mobile web. Add value with personalized outbound reminders, such as a payment reminder or overdraft alert.

Gain visibility and better service customers

Use Avaya’s workforce optimization solutions to correlate data in ways that help the contact center improve decision making, more accurately forecast staffing needs, ease agent scheduling, identify and address performance issues and resolve issues faster. Solutions include workforce management, quality management, coaching and speech analytics.

Additionally, Chrysalis offers a range of products that integrate with and enhance the Avaya contact center suite, such as caller elected callback, CTI, secure PCI payments and a robust mobile framework. Learn more.

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