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Interview: Making contact

Zafar Anjum | Sept. 20, 2010
In this exclusive interview, Chong Win Lee, Contact Centre Solutions Leader for Avaya APAC, talks about Avayas experience in the contact centre business and how enterprise collaboration solutions are changing its face

Additionally, with a scalable contact centre solution such as Avayas, businesses have the flexibility to scale back during off-peak times, which would help them in lowering operational costs. The analytics capability is useful in helping businesses to determine and predict when the surge in calls will be, allowing businesses to delegate resources more effectively.

What are the new things (products/approaches) that Avaya is introducing in helping organisations deliver excellent customer experience? How is Avaya's approach different from that of other UC service providers?

Avaya recently announced the launch of its next-generation contact centre which comes with collaboration capabilities to help businesses understand the full context of a customer interaction including the customer's mode of communications, history and present needs. This solution helps to increase business productivity by bringing collaborative sessions to customer service, eliminating the process of having customers repeat information to several people as they progress through a call. By bringing the customer, agent and expert into a session to share information, a company can reduce customer frustrations, increase first-contact resolution and enhance customer satisfaction.

Businesses can also lower costs by converging their data and call centre applications upon an IP infrastructure by using a UC solution from Avaya. Session Initiation Protocol (SIP) opens the door to multi-vendor and open standards and by leveraging SIP, businesses can gain more control over their environment while simplifying their operations. End-to-end SIP also delivers cost savings by reducing hardware and trunk costs. SIP trunks now include user-specific information that accompanies the call throughout the network, enabling any agent to have full knowledge of the customer and new purpose-build SIP agent phone enables calls arriving on SIP trunks to be cost-effectively delivered to the agent desktop and delivering excellent customer service at the same time.

As UC should unify systems, devices and applications from multiple vendors, Avaya is vendor-neutral and supports open standards and robust interfaces with third-party products for lower costs and improved flexibility. Our UC solutions are also reliable and secure as they have been used for years by organisations from small businesses to the Fortune 500.

Do you have any specific products for the SMBs, as they abound in this region?

Yes. SMBs are a big focus area for Avaya. In fact, we have a dedicated global group within Avaya with more than 350 employees in research and development, product management, marketing, sales and operations who are focused on solutions for SMBs.

Avaya understands that what SMBs may lack compared to larger enterprises in size and clout, they may very likely gain in their ability to react and stay one step ahead of their competition. As such, Avaya has developed a wide range of solutions to help SMBs use communications to increase profitability, improve productivity and gain competitive advantage.


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