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Avaya Voice Portal

 

Harness the Power of Self Service to Connect with Your Customers - and Lower Costs

Overview

A new paradigm in customer service is emerging – being defined by new generations of customers, social networking technologies, and historic economic challenges. Businesses face mounting pressure to do more with less, yet meet these rising customer expectations. In these times organizations need to deliver exceptional service to customers everywhere they appear. Every call, video, and message must be handled appropriately across the enterprise with tracking and reporting to guide business decisions.

Avaya is uniquely qualified to help businesses evolve to the next necessary step in enterprise communications. Avaya Voice Portal is a key enabling platform that can help you gain competitive advantage by;

  • Empowering customers to connect to your enterprise whenever and wherever needed
  • Increasing automation of services and support from a simple inbound inquiry to streaming video self help
  • Optimizing use of enterprise self and assisted service resources to better serve your customers global

Business Benefits

  • Lower services costs with convenient 24/7 speech automation of routine call center and online transaction and inquiries like account balance, order status and inventory availability.
  • Connect to customers with outbound automated calls for reminders, affinity marketing, and critical notification, all through discoverable Web Services interfaces.
  • Improve caller satisfaction with natural language speech services
  • Differentiate the customer self service experience with interactive voice and video services
  • Lower management costs through IP Telephony based architectures that support high availability deployments without over provisioning and “failover” licenses typical in IVR deployments
  • Lower integration costs through the support of IT Web Application Infrastructure with standards such as VoiceXML 2.1, CCXML, J2EE, Web Services and MRCP.
  • Lower application development and lifecycle costs through support of touch-tone and speech application development based on Eclipse

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