Avaya offers cloud-based solutions to simplify your unified communications infrastructure, resulting in a lean, flexible, high-performance environment with lower operating expense. With Avaya’s IP Office Contact Center platform and Avaya call monitoring software, which features functionality that supports skills-based routing, your organization can efficiently deliver the right service for every caller, every time, creating superior customer experiences. A recently published case study, reveals the transformative impact a robust, full-featured call center platform can have on service delivery during a crisis, and the role performance monitoring plays. The study covers CET’s Home Emergency call center response during a massive storm that promoted a surge in homeowners calling to discuss insurance coverage, and the role Avaya contact center solutions improved productivity, increased caller satisfaction and helped the contact center redefine the service goals.
The case study examines the benefits of Avaya call monitoring software and integrated call recording capabilities. Having the ability to monitor calls patterns and agent performance during volume surges empowers supervisors to fully exploit skills-based routing functionality to reduce queue times and enhance customer satisfaction levels. Customized reporting solutions allow supervisors to measure productivity against core delivery standards, identifying areas for IT and staff improvements, often reducing per call time significantly. More efficient service delivery leads to happier callers, and fewer upset callers means agents are more satisfied. Morale improves, and turnover rates decline.
The CET study showcases several key benefits of deploying Avaya IP Office Contact Center call monitoring software during a sustained weather emergency including:
● Increased capacity
● Agents handled more calls (150% compared to normal call volume)
● Reduction in handling time
● More personalized custom-focused service delivery
● Multiple contact options for callers – voice, email, chat
If you take the time to read the full case study, you will find at least ten major benefits of upgrading your UC network with Avaya call center solutions, including Avaya call monitoring functionality that helps you fine-tune your customer interaction strategies. You can do everything with your existing equipment and infrastructure in many cases, resulting in a lower cost of ownership. ATIS Digital offers turnkey solutions for emergency contact centers, and a wide range of cloud-based options designed to meet your needs as you aim for superior service delivery. You don’t have to buy new equipment to use Avaya call monitoring software, but if your current network isn’t meeting your expectations, please let ATIS help you explore expansion possibilities. We invite you to call today to schedule a private consultation or visit our customer support page to view an online demo of the PhoenixPro or MDR Advantage. And, don’t forget to ask about all the Avaya contact center solutions in our portfolio.