Features offered by the integration include: • Support for a broad range of communication channels, including voice, e-mail, Web self-service, Web chat and browser-based collaboration, Web callback, and interactive voice response • Access to data residing within the Siebel CRM 8.1 database to enhance routing decisions • The ability to create activity records within the Siebel database for enhanced logging capabilities • Support for heterogeneous telephony platforms
The integration allows the call center agents to handle e-mail, Web, and telephone requests simultaneously, making the most of their time while helping to balance workloads within the contact center.
This integrated solution intelligently routes incoming customer requests in their preferred medium to the appropriate agents within the contact center, while providing agents with the customer, transaction, and product information they need to deliver high-quality service. In addition, it helps agents work more efficiently.
Any distinguishing features
|Company Size Solution is Targeting||> 1500|
|Open Source Solutions||No|
|Computer Telephony Integration (CTI)|
Avaya delivers intelligent communications solutions that help companies transform their businesses and achieve marketplace advantage. More than 1 million businesses worldwide, including more than 90 percent of the Fortune 500, use Avaya solutions for IP telephony, unified communications, contact centers, and communicationsenabled business processes. Avaya global services provides comprehensive service and support for all companies, regardless of size.