Avaya Callback Assist

Enriching Customer Engagements to

Improve Customer Lifetime Value
For many contact center managers, operating a customer service
operation is a constant balancing act between maximizing
transaction effectiveness and attaining the highest possible levels
of center efficiency.

Although contact centers are increasingly being viewed by

business leaders as strategic assets for driving revenue growth,
Avaya Callback traditional “cost center” metrics (such as agent occupancy) remain
Assist can help you central measurements of contact center performance.

increase customer As far back as 2007, a Yankee Group1 study of Key Performance
retention and Indicators (KPIs) underscored the need to emphasize metrics, such
as first call resolution, that directly impact two essential drivers of
satisfaction and
business growth and revenue: customer satisfaction and retention.
boost customer
loyalty: The Downside of Call long wait in queue. Clearly, none of
these choices is conducive to customer
• Increase options Queuing
satisfaction and retention.
Although most contact center managers
for customer
acknowledge the importance of
interactions Queuing calls has financial
handling customer calls quickly and
consequences as well – toll charges rise
effectively, it is not cost effective to staff
• Decrease call as customers wait on hold and staffing
for peak call volumes to avoid queuing
abandon rates at all times.
becomes an issue. Faced with a choice
of dealing with dissatisfied customers

• Reduce wait times Customers forced into queue are faced

versus the cost of adding staff to meet
service level goals, contact center
with the choice of waiting for an agent
• Shift peak call managers may opt to live with their
to become available or terminating the
current staffing model.
volumes to non- call. Abandoning the call can cause
peak times customer irritation and loss of goodwill.
Or worse, the customer could resort to A Better Approach
• Save on toll contacting a competitor. Customers
As a long-standing contact center
charges who choose to call back at a later time
market leader, Avaya has had the
have no way to know whether they will
opportunity to help tens of thousands of
get through to an agent or face another
businesses choose and implement

1
Source: The Evolution of Key Service Indicators:
Matching Contact Center Goals With Performance,
April 2007. avaya.com | 1
customer support solutions that drive
stronger center performance and
higher levels of customer satisfaction
and retention.

To help improve the customer

experience during peak calling times,
Avaya Callback Assist provides a
highly effective solution that offers
customers more options to reach
you and your business. With
Callback Assist, customers can have
alternatives to waiting on hold such as
receiving a callback based on their
position in queue, or allowing them to
Callback Assist application consists of • The Callback Engine is the
schedule a callback at a date and time
five main components that not only “intelligent heart of the solution”
that is convenient for them.
provide customers with callback and coordinates the functions of all
options but also provide web solution components
Customers who opt for a callback are
administration as well as the reporting
prompted to record a message with
you need to monitor usage and
their name and reason for calling.
performance: Features of the Solution
Callers provide their preferred reach
Enhancing the User Experience
number and an earliest available or • The Interactive Voice Response
Callback Assist offers a web service
specific callback time, so they are (IVR) Application interacts with
interface to enable your customers to
then free to disconnect. Callback customers to offer the callback
request callbacks directly from
Assist waits in queue in place of the option and also presents/launches
websites. By providing this value-
caller and, at the appropriate time, the callback request for the agent
added service, customers can quickly
engages the contact center agent
• The Web Administration and seamlessly interact with the
with the recorded message. When
Application is used by the contact contact center to get the support
the agent is fully prepared to handle
center administrator to configure they need. Callback Assist makes it
the customer’s transaction, Callback
the Callback Assist solution and easy for your customers to work with
Assist will launch the outbound call
specify the desired performance you. You can offer callback requests
and connect the customer with the
parameters and options during “out of hours” periods, let
agent.
callers cancel pending callbacks, and
• The Database Server stores all
provide a tool for your customers to
system configuration and
Core Components of the operational data
schedule their callback requests.

Solution: Application
• The Reports Generator provides
Software Improving Contact Center
administrators and center Operations
Avaya Callback Assist is a VXML
management with usage and Callbacks can be offered to
software application designed to
performance data customers based on the Estimated
interoperate with the Avaya Aura®
Wait Time (EWT). This provides
Experience Portal and Avaya Aura
added assistance to your contact
Call Center Elite Platforms. The
center staffing and productivity by

2 | avaya.com
shifting customer interactions during
peak calling times to the non-peak
times when your agents might be less
productive. To help ensure service
levels can be met, resource
availability is validated before a
scheduled callback is offered.
Technical Environment and Ease
of Administration
By offering support for both
traditional CTI and SIP environments,
Callback Assist becomes an integral
part of the technology strategy for
contact centers considering a
migration to SIP.
Callback Assist also provides a simple
to use administration tool, standard
reporting, and support for multiple
languages.
Services and Support
Avaya Professional Services
In a collaborative partnership, Avaya
Professional Services and Avaya
Partners can help develop a strategy
to realize and execute an
organization’s complete customer
service vision. Avaya Professional
Services provides the right consulting,
integration, and project management
services needed to effectively design
and implement the Callback Assist
solution. The professional services
team works closely with the customer
to help ensure the project plan,
design, and deliverables meet the
exact needs of the business and
ensure a successful production
environment.
Knowledge Transfer and Solution
Support
Prior to project completion, the Avaya
team provides a comprehensive
briefing and demonstration for the
customer’s technical and operational
staff. Knowledge transfer topics
include application configuration and
administration, report generation,
and tips on daily operation and
troubleshooting.
Once the application has been
deployed, comprehensive 24x7
customer support covers servicing
needs – from software fault
correction to general function and
usability questions. Avaya Global
Support Services delivers value to
businesses through continuous,
comprehensive, and cost-effective
coverage that helps ensure maximum
system performance, reliability, and
availability. The Avaya Application
Support offer enables critical
communications to operate smoothly
so organizations can stay focused on
their core objectives.
The Bottom Line
Avaya Callback Assist can help you
increase customer retention and
satisfaction and boost customer
loyalty by:
• Improving your customers’
experiences – callers have more
options for their contact center
interactions
• Decreasing call abandon rates – no
more unnecessary waiting in queues
• Reducing customer dissatisfaction –
by reducing wait times
• Enhancing the ability of existing
staff to handle peak call volumes
through traffic leveling – shifting
peak call volumes to non-peak times
• Saving on toll charges associated
with callers waiting on hold
With all of these added features put in
place, it can also help improve agent
morale.
avaya.com | 3
 Learn More
To learn more about self-service applications from Avaya and other services that
can help enhance and support your business communications, please contact your
Avaya Account Manager or Authorized Avaya Partner, or visit Avaya.com.

About Avaya
Avaya is a leading,
global provider of
customer and team
engagement solutions
and services available
in a variety of flexible
on-premise and cloud
deployment options.
Avaya’s fabric-
based networking
solutions help simplify
and accelerate the
deployment of business
critical applications
and services. For more
information, please visit
www.avaya.com.
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