- End-to-End SIP For the Contact Center Helps Businesses Streamline
Customer Service Operations, Boost Agent Productivity and Serve Customers
- Updated Proactive Contact, New Video Self-Service Improves Customer
Outreach and Interaction
BASKING RIDGE, N.J., Jan. 21 /CNW/ -- Avaya today announced new contact
center solutions that provide businesses with a more cost-effective,
simplified and productive way to deliver customer service - while improving
experiences for customers. The solutions include powerful new Session
Initiation Protocol (SIP) capabilities benefiting all facets of a contact
center - for IT administrators seeking to streamline contact center
operations, customer service agents working anywhere, and customers demanding
faster service with a personal touch.
SIP is an industry standard that enables businesses to fully leverage
open environments and multimedia communications. Avaya's new solutions now
provide "end-to-end" SIP - running from the service provider trunk to an
agent's desktop phone - taking greater advantage of the open nature of SIP.
This approach helps businesses cut costs and simplify the implementation of
customer service operations. A new, low-cost Avaya SIP contact center phone
completes the end-to-end SIP solution. The phone does not require the addition
of CTI middleware (i.e. softphone), further streamlining savings and network
Avaya's new SIP capabilities also drive greater flexibility and
productivity for contact center agents. The new SIP contact center phone gives
agents essential contact center features (such as "work mode display" and
"alert tones for skill changes"), while providing a foundation for evolving
with presence-based capabilities, such as identifying real-time availability
of experts. The phone can also be set up in an agent's home via a secure VPN,
increasing productivity for home-based agents. Other critical contact center
capabilities are now available via SIP trunks as an alternative to existing
ISDN trunks. This includes the ability to pass customer calls and secure
information between contact centers, which helps ensure customer data is
available to agents assisting their customers.
Customer experiences are improved through a new Avaya video self-service
solution that can use SIP to affordably deliver multimedia customer
experiences through dynamic video content. Avaya enhances self service - a
process which lets callers use menu-based options to interact with a company -
by 'pushing' video-based menus and content to customers calling into a company
using a 3G mobile device, video kiosk or PC. Customers can see branded visual
menus to choose options, or they can view advertisements, presentations or
instructional videos while waiting for an agent. A cable company, for
instance, can show movie previews as a customer waits for an agent, or an
electronics retailer can display instructional videos for a new product.
The new SIP capabilities announced today are powered by new versions of
Avaya Communication Manager 5.0 - the industry-leading IP telephony
software(1) -- and Avaya Call Center 5.0, the company's routing and resource
matching software. The SIP-enabled contact center phone is Avaya Agent
Deskphone 16CC, and the new video self-service solution is called Avaya
Interactive Voice and Video Response.
Avaya Outbound Calling Strengthened For Improved Management, Efficiencies
Avaya also announced the new version of its customer outreach solution -
Avaya Proactive Contact 4.0 - used for automated outbound calling to customers
for loyalty purposes (such as appointment reminders) or revenue generation
(telemarketing campaigns). The new version strengthens capabilities to
simplify management and reduce the cost of outbound calling activity.
New "wizards" enable contact center supervisors to create and edit
customer lists by themselves, saving time and money. Additionally, enterprise-
wide licensing makes it easier to deploy agents during spikes and slowdowns in
customer activity. New open source Red Hat Linux support is also available,
enabling easier integration of Proactive Contact with other Avaya contact
center solutions, all of which run on the Linux platform. Full Linux
integration reduces the need to manage multiple operating systems, and cuts
hardware procurement and maintenance costs.
Also strengthened is Proactive Contact's security, which now encrypts all
data transmissions, including user names, passwords, and information passed
between an agent desktop and the dialer.
Avaya Customer Ryla Cuts Contact Center Costs in Half with Avaya SIP
Ryla, a leading provider of customer contact and crisis response
solutions, taps the benefits of Avaya's SIP-based solutions to serve clients
ranging from regional utility companies to large financial institutions.
Working with Avaya business partner Presidio, Ryla integrated SIP as a more
cost-effective way to provide its clients superior customer service solutions.
According to Ryla, on average they achieved savings of about fifty percent by
using SIP trunking as compared to traditional TDM.
"SIP is a phenomenal money-saver that lets us operate in a less hardware-
intensive environment," said Ruben Maury, Ryla vice president of Information
Technology. "Speed and flexibility are essential to customer service, and
Avaya's SIP capabilities let us quickly scale up in volume, as client needs
Ryla also uses the new version of Avaya Proactive Contact to provide
outbound communications campaigns for their clients. It helps them deliver
customer outreach more efficiently, while serving the highly-sensitive needs
of their clients' brand image and customer communication.
According to Ruben Maury, the solution also helps Ryla streamline
functions such as billing and forecasting through the integration of Proactive
Contact's outbound calling with inbound, helping to ensure an agent's time is
used in the most efficient way.
Contact Center Solutions Available in Standard and Advanced Packages
For greater convenience, Avaya's contact center solutions are now
available in standard and advanced editions which offer bundled, end-to-end
contact center solutions for businesses. The Standard Edition includes
applications such as inbound/outbound routing, voice self-service and agent
instant messaging, while the Advanced Edition adds capabilities such as
adaptive predictive routing and SIP voice and video.
Avaya delivers Intelligent Communications solutions that help companies
transform their businesses to achieve marketplace advantage. More than 1
million businesses worldwide, including more than 90 percent of the FORTUNE
500(R), use Avaya solutions for IP Telephony, Unified Communications, Contact
Centers and Communications-Enabled Business Processes. Avaya Global Services
provides comprehensive service and support for companies, small to large.
For more information visit the Avaya Web site: http://www.avaya.com.
(1) See separate press release issued today for more information on Avaya
Communication Manager 5.0
For further information:
For further information: Jonathan Varman of Avaya Media Relations,
+1-908-953-6432 or firstname.lastname@example.org Web Site: http://www.avaya.com/