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 building a separate call center, most of the customers will normally consider to leverage their existing Telephony System ( e.g. Avaya IP Office System, Avaya IP Office Server Edition etc.) to provide customer service center capability for the sake of better cost efficiency and maintaining internal user experience on phone sets. In addition, if you want to add text channel to address new customer communication behavior, this is also possible Therefore, customer 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 dominates market leader both in IP telephony and Call center. There are two main kinds of call centers available in the market as follows:
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. If your company is using salesforce.com as CRM, integration with Avaya phone systems will enable all your sales or customer service colleagues know the customer name before calling the calls. Apart from salesforce.com, you could also integrate Microsoft Teams or O365 with your Avaya phone systems.
