Avaya, Inc. is one of the biggest companies in the market VoIP phone systems and software for communication.

Avaya, Inc. continues to combine hardware as the Avaya the 2400 Series Digital Telephone,C360 Converged Stackable Switch,900 MHz Wireless Telephone,4600 Series IP Telephones,6400 Series Digital Telephones and more with their software products like Avaya One-X,ScanSoft SpeechAttendant and Call Master to create one communication suite.

Latest Ayaya updates: 2400 Series Digital Telephone, Customer Interaction Express, VPNmanager Series, Event Processor, Voice Portal, 6200 and 2500 Series Analog Telephones, Modular Messaging, 5600 Series IP Telephones

Avaya FAQ

When you add Avaya IP Agent with integrated Instant Messaging to your Contact Center, your agents get the tools they need to answer the tough calls. They re able to instantly see who is free to help whether that expert is another agent within the Contact Center, a supervisor or manager, or an expert outside the Contact Center.

Now agents are able to immediately provide answers to hard questions from customers. And, it s a valuable learning experience for the agent. The agent gains knowledge and insight into how to answer the hard questions knowledge that would not have been attainable by merely transferring the call to someone else. Next time the agent will be able to answer these questions!

From a customer perspective, the end result of integrating SIP and presence into the Contact Center is a higher number of customers receiving first-call resolution. Increasingly, studies show that first call resolution is an important measure of customer satisfaction. Not only does it create a happier customer experience it reduces the load to your Contact Center. The number of call transfers is reduced , which saves the time it previously took for callers to re-explain their need to a new agent when transferred. You ll see a decrease in overall talk time, enabling you to make better use of valuable agent time. Agents will have more time available to answer other customers faster or to provide other value-added services. For example, agents can proactive contact customers to let your them know about new products or services.

Another popular suite is Avaya Distributed Office delivers rich communication, collaboration and mobility capabilities to branch offices. This centrally managed, SIP-based communications platform easily scales to meet the needs of large enterprises with distributed sites. Advanced applications, such as presence and instant messaging, can now be delivered to every branch, enhancing responsiveness to customers needs. In addition, mobility features support employees on the go, providing effective communications regardless of location. To reduce staff training requirements, Distributed Office offers an optional key system interface. SIP architecture makes scaling to thousands of sites simple, and Avaya can reduce on-site installation time by delivering pre-configured Distributed Office platforms directly to the branch site. In addition, enterprises can leverage intuitive centralized management tools to decrease set up time; manage updates and upgrades; and provision user moves, additions, and changes.

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