Call Center Solution
A call center / contact center (interaction center) is a central point in an enterprise from which all customer contacts are managed. This multi-channel contact center solution can be implemented in hours or days, at a price that even the most budget conscious of managers can approve, for an attractive return on investment.
Instead of buiding a separate call center, most of the customers will normally cosnider to leverage their existing Telephony System to provider customer service center capability for the sake of better cost effeciency and maintaining internal user experience on phone sets. Therefore, cusomer decision on purchasing a new IP Telephony system will consider both the phone system features as well as the call center feature availability, therefore, Avaya is now the dorminate market leader both in IP telephony and Call center. There are two main kinds of call centers available in the market as follows:
1. On Premises call centers install and operate right in your office, hardware, software and infrastructure. The configuration and maintenance can be managed by your IT department or outsources to third party service company such as Avaya Partner. Local or remote call center agents are both supported in this scenario.
2. Cloud based call centers is basically that the call center software is hosted in the cloud by a service company. Users only need a computer or smartphone with an internet connection to access the service.
Different business nature and existing available infrastructure for customers may lead to different final decision among these two options. We would recommend customers to engage service company, like MNT, to define and develop call center strategy as early as possible as building a call center is a very important and impactful project to the company in term of top line and bottom line. No matter which options you are choosing, Avaya is the brand trusted by majority of the customers worldwide.