The benefits of having a multichannel Contact Center

"How can I help you?" This question is the driving force behind commerce. It's the link between need and satisfaction. In today's competitive market, the first and most important way you can help your customers is to be where they need you to be, when they want you to be there, and ready to start.

"How can I help you?"

This question is the driving force behind commerce. It's the link between need and satisfaction. In today's competitive market, the first and most important way you can help your customers is to be where they need you to be, when they want you to be there, and ready to start. It's true that there's no second

chance to make a good first impression, as it depends on you giving your customers the channels of interaction that they use, want and expect.

When it comes to deciding how the customers interact with your company, they are the ones who choose how to do it!

Ready... Set... Interact.

Each positive customer interaction is a sale

You can learn a lot about your customers from the way they interact with you and the channels they use to do so.

There are some who still like using the phone, but many more now prefer email, chat or other online channels. More importantly, once they've shared information with you, they expect you to remember it, even if they move from one channel to another.

If you want to be competitive and win, you need a solution to interact with your customers that facilitates the transfer of data and works seamlessly.

You need a solution designed to turn each prospect into a customer.

Doing whatever it takes.

That's the competitive advantage

In the past, having a small contact center or a group of people answering phones was more than

enough. But that's no longer the case. Now, in order to be competitive, organizations need:

  • Multiple channels for customer interactions.
  • The ability to easily interact with the customers based on their requirements.
  • The tools to make each customer experience a positive one.

73% of millenials would stop doing business after one bad experience

82% would buy more buy more from companies that make it easy to do business

¿A contact center is ______________ to my company?

  • Important
  • Critical

Customers interact with products and services, but also with the companies that deliver them. Today, the way in which these companies interact with customers is as important as what they are selling. That's why the value you place on customer interactions is what matters most today.

 

¿A contact center is ______________ to my company?

  • Important

• You currently have employees answering phones.

• It is more important for you to solve your customers' immediate problems than what they could mean to you in the following three or five years.

• Your employees only solve your customers' problems during the call, but then they move to another customer.

But wait a moment, not so fast!

Upgrading from just phones to a multichannel solution for customer interaction can give you something you don't have at the moment: efficiency. Your staff will be able to do more than just wait for the phone to ring. They can read and answer customers’ emails, they can chat online with customers and focus on making them happy, gaining recognition and ensuring their fidelity towards your company.

 

¿A contact center is ______________ to my company?

  • Critical

• You believe that customer lifetime value is vital to your company’s future.

• You know that your customers want to use many different channels to interact with you and expect to be able to move between them seamlessly.

• You know that nowadays you need more than a contact center to meet your customers' needs.

Upgrading from a contact center to a multichannel solution allows your agents to interact with customers to turn customer service inquiries into incremental sales. With complete customer intelligence data and the ability to move seamlessly between channels, agents can generate new business opportunities by delivering a personalized service and building customers’ confidence in your company. It’s not only a better interaction with the customer, it’s a more sophisticated way to surpass your company’s goals.

 

Now you can control your customers' experience!

Avaya Contact Center Solutions for IP Office put your contact center agents at the center of everything.

It's like having a holistic view that allows you to see everything, along with the intelligence, flexibility, and power to get business done. With Avaya innovations, each

agent can access all customer data and move seamlessly between phone, email and chat, regardless of how the interaction starts and where it goes.

This results in more satisfied customers, greater loyalty, and improved business.

Take customer service to the next level

Avaya Contact Center Solutions for IP Office support your customers’ contact channel of choice. This really makes a difference.

Giving your agents access to the complete customer data, including trouble tickets, and the ability to facilitate escalation when appropriate, without hiccups and across all channels. That is taking service to the next level.

Contact Center Solutions for IP Office are designed to help you deliver a better experience to your customers.

This isn’t just better customer service: it’s a smart, effective way to do business.

Increase the value of your business using outbound*

Inbound** is just one of the tools offered by Avaya Contact Center Solutions for IP Office, but there are also other tools available, such as the creation of outbound campaigns. This allows you to make better use of your agents’ quiet times, prioritizing prospects and generating interactions between agents and customers. Customer intelligence data, embedded in our solutions, is what makes this possible, and enables the creation of scripts and offers to engage customers, making your contact center your secret weapon.

And that makes it an essential part of your business.

*Outbound – Outgoing Calls

**Inbound  – Incoming Calls

¿How can we help you?

In today's competitive market, you need a contact center solution that adapts to your needs. A full-featured solution designed and built for a middle-sized company. Simple and powerful, just like you need it.

The most important way you can help your customers is to be where they want you to be, when they need you to be there, accessible at all times and ready to start.

It's true that there's no second chance to make a good first impression, as it depends on you giving your customers the channels of interaction that they use, want and expect.

Now your customers are the ones who decide how to interact with you.

Avaya Contact Center Solutions for IP Office.

Ready... Set... Interact.