PROPUESTA CENTRO DE CONTACTO

ATENCIÓN CLIENTES NIGHT OWL

TIER 1

Contact Center Customer Presentation

© 2017 Avaya Inc. All rights reserved.

 AVAYA CONTACT CENTER OVERVIEW
 Customers with up to 3,000* employees
 Deployed as a single site or across up to 150 nodes
 Ideal for agents in the office or remotely
 Centrally managed
 Available on-premise or in the cloud leveraging the
Avaya Powered By platform
 Localized in English, Spanish, French, German,
Italian and Brazilian Portuguese

*Select Edition supports up to 3,000 users

© 2017 Avaya Inc. All rights reserved. 2

AVAYA IP OFFICE CONTACT CENTER
A SIMPLE AND ROBUST MULTICHANNEL CONTACT
CENTER APPLICATION
Integrated Multichannel
Customer Contact
Voice, email and web chat
Telemarketing and Outbound
Campaigns
Productively use agent ‘down time’
to automatically make outbound
calls to customers and prospects
Interactive Voice Response
Make announcements and offer self
service to answer “simple” inquiries
and free agents to address tougher
inquiries
© 2017 Avaya Inc. All rights reserved.
Skills-based Routing
Route customer inquiries to agents who are best
qualified to handle them, based on channel,
expertise, and past experience with a particular
inquiry or customer
Real-Time and Historical Reporting
Online monitoring delivers real-time information
and more than 30 out-of-the-box reports help you
identify, measure and pursue improvement
opportunities
Easy CRM Integration
Personalize customer engagements and
streamline the customer journey with simplified
integration to CRM packages like Salesforce
and SAP
3
AVAYA IP OFFICE CONTACT CENTER
INTEGRATED MULTICHANNEL CUSTOMER
CONTACT
Customers and Contact Center
Prospects Resources
Agent

Voice Agent
Groups
Universal Queue
Email External
Media-specific Destination
Skills-based routing Waiting
Announcements

IVR

Outbound
Dialer

© 2017 Avaya Inc. All rights reserved. 4

 SOLVING BUSINESS CHALLENGES WITH A
MULTICHANNEL CONTACT CENTER

Inbound Calls Telemarketing Email

Route callers to most able Collections Offload non-critical inquiries

agent Appointment setting to email
Optimize agent skills Special offers Keyword routing
Prioritize callers Auto responses

Improve Customer
Increase Agent Deliver Fast Responses
Journey and Service
Efficiency and Revenue to Email Inquiries
Processes
© 2017 Avaya Inc. All rights reserved. 5
SKILLS-BASED ROUTING
 Reduce or eliminate transfers
 Unlimited skills
 Optimize the customer journey and streamline  System
service processes  Per agent
 Set agent skill levels on:  Assign % skill level
 Topic
– Product expertise
 Per agent
– Spoken languages
– Availability
Best agent to
– History
handle call
Routing based on: Backup agent to
 Dialed Number service inquiry
 IVR
 Calling Number Backup agents
or alternative
 Auto Attendant
© 2017 Avaya Inc. All rights reserved. 6
TELEMARKETING AND OUTBOUND
CAMPAIGNS
 Increase sales revenue and profit
– Advertising and telemarketing campaigns/offers
– Upsell opportunities, post sale
– Late payment reminders
 Improve agent efficiency
– Automatically start outbound tasks on decreased workload
– Reduce/eliminate misdials
 Better prepare agents
– ‘Preview’ customer information and pre-defined scripts
before placing calls

© 2017 Avaya Inc. All rights reserved. 7

CALL RECORDING
 Eliminate conflicts - the ‘he said, she said’
syndrome
 Monitor and improve customer interaction
quality; excellent training tool
 Record
– Every agent call
– Random selection
– ‘Now’ with the press of a button
 Quickly and easily search and
replay
– Agent number
– Called/calling number
– Date, time etc.

© 2017 Avaya Inc. All rights reserved. 8

 REAL-TIME AND HISTORICAL REPORTING
 HTML5 web-based report viewer
 Customizable real-time and historical
reports
– Scheduled, instantaneous
– More than 30 out-of-the box historical reports
 Threshold alarms
– Calls waiting, lost calls
 Powerful, customizable agent desktop
– Multichannel view – voice, email, web chat
– Telephony control
– Works with nearly any phone

© 2017 Avaya Inc. All rights reserved. 9

 SELF SERVICE
 Provide customer self service anytime –
anywhere option  99 simultaneous sessions
 Improve service and reduce agent ‘live’  Intuitive graphical script editor
time, free agents for important voice calls  Fast creation and editing
 Get started fast with out-of-the-box call
flow/IVR templates
 Integrate to ODBC database for
information playback
 Provide comprehensive self service
– Add speech recognition and text to speech as
options

© 2017 Avaya Inc. All rights reserved. 10

 SUPERVISOR AND AGENT DESKTOP
INTERFACES
 Easy-to-use supervisor and agent
desktop interfaces foster fast end
user adoption
 Superior web-based user interface
enhances the user experience by
providing only relevant information
in a clean and uncluttered fashion
 Quickly make changes to agents,
groups, topics and profiles using
the web administration tool

© 2017 Avaya Inc. All rights reserved. 11

CONTACT CENTER
SUMMARY

Built on the proven IP Office software platform

Simplicity you expect

Powerful customer engagement application

to help differentiate your business from the
competition

© 2017 Avaya Inc. All rights reserved. 12

 PROPUESTA ECONÓMICA CONSIDERANDO 24X7X365

• US$ 9.00 X HR

• Incluye:

• Solución de AVAYA CONTACT CENTER

• Agentes y Supervisores Idioma Ingles
• Instalaciones de Guadalajara México

• No incluye: licencias del CRM (zendesk)

• No incluye Troncales SIP (Carrier)
 CONTACTO

Fanny Núñez
Gerente Regional

fanny.nunez@onekey.com.mx
Celular: 33 1977 4769
Oficina 33 2121 2125

onekey.com.mx