Product Id: 28237549
Description: Avaya Customer Interaction Express Team Leader - (v. R3) - license
Mfr Part #: 304004
Avaya Customer Interaction Express is a comprehensive multi-channel communications suite designed for midsize businesses. Customer Interaction Express provides businesses the ability to integrate voice, e-mail, fax and SMS communication channels into a single contact center solution and manage the entire customer interaction lifecycle. By linking multiple sites together into one cohesive contact center, Customer Interaction Express can enable businesses to provide superior customer service, and at the same time increase productivity and, ultimately, profitability.
- Maximize the value of every interaction by delivering consistent, personalized service, and identifying cross-selling and up-selling opportunities
- Build stronger relationships with customers by proactively contacting them to resolve issues before they can cause dissatisfaction
- Increase revenue and improve customer satisfaction with a multi-channel solution
- Provide a consistent level of customer service across all media channels
- Increase first contact resolution
- Agent workplace
The Customer Interaction Express user interface provides a robust feature-rich agent desktop. It includes the first screen for the voice contacts and the E-Mail client for e-mail, fax, and SMS. As the name implies, "First Screen" is normally the primary screen that agents will use to handle inbound and outbound work items. Agents are supported by integrated real-time information, which shows them contact center information including calls in queue and number of agents available. Predefined reasons after call work and off line status facilitate more effective downstream reporting.
- Inbound voice
Configurable Call Distribution routes the contact to the most appropriate agent. Using the graphical tool Task Flow editor, communication flows can be designed via a graphical interface. In the waiting queue, announcements or music can be played to the caller. If the caller is identified by his transmitted phone number as a VIP customer, he can be distributed with a higher priority or to the best-qualified agent.
- Topic routing
With Customer Interaction Express, customer contacts via calls, e-mails, faxes, voicemails or SMS will be routed through a topic. A topic represents a service or task. Up to 4,000 different topics per switch can be configured. In the workflow, such topics will be usually routed to an agent group. Within the agent group, the tasks are distributed to the next available agent.
- Outbound voice
The outbound functionality provided by Customer Interaction Express is variable based on licenses but most importantly based on the agent availability for blended interactions. Agents can be dedicated to outbound calling, or given opportunities based on availability or by campaigns. A call can be initiated from Customer Interaction Express and distributed to an available agent only upon a live connection. Alternatively, the task can be first assigned to an agent in preview mode, and then initiated via the agent phone.
- Historical reporting
The Reporting Module in Customer Interaction Express collects, analyzes, evaluates and presents all contact center data across the system through flexible, configurable reports. The reports can be modified to meet most contact center requirements. The reports can be generated manually or automatically in a variety of ways.
- Real-time reporting
Real-time information is available to supervisors and team leaders. As with much of the Customer Interaction Express functionality, it is rights driven so team members will have access to the data only if the administrator permits it. The supervisor and team leader desktops are configurable to display only the needed information.
- Computer Telephony Integration (CTI)
For integration of CTI functions on the agent desktop, Customer Interaction Express provides an object-oriented interface called Telephony Object Model (TOM). This allows the connection of Customer Interaction Express with any CTI application such as campaign management or CRM software.