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Intelligent Customer Routing
This paper outlines an alternative approach to architecting the contact center that helps fundamentally improve Total Cost of Ownership (TCO) and enables a framework for a differentiated customer service experience. Avaya Intelligent Customer Routing leverages SIP and other open standard technologies to deliver a simple, adaptable methodology to segment, self-serve and serve customers in a multi-site contact centre environment.
IP Enabled Contact Centres
This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center. IP is a critical enabler for multisite contact centers, providing the underlying technology that enables enterprises to cost-effectively extend their contact centers to locations anywhere around the world and deliver consistent, high-quality service.
Thrive In A Challenging Environment
A guide that takes you through the latest contact centre technologies, and how they can help you develop brand differentiation, elevate customer loyalty, and keep costs low - even when everyone is tightening their budgets.
Blended Agent Strategies
Businesses are leveraging communications technology in new and exciting ways to make every employee more productive, provide service that keeps customers coming back, and generate a bulletproof return on investment.
AVAYA Proactive Outreach
Incorporating Proactive Outreach into your patient relationship strategy helps you provide superior care, increase business efficiency, and improve financial performance.
Verint Systems' PCI Conformance
This document is intended to provide information to customers regarding planned developments in the Verint Contact Store for AVAYA Communication Manager applications and how these relate to the Payment Card Industry (PCI) security policies. The CSCM is part of Verint Systems' comprehensive range of workforce optimization solutions. It is typically deployed to internally manage and optimize the business operations of contact centers or to meet regulatory compliance.
The Who, What, Why and How of Unified Messaging Solutions
COMMfusion LLC's new study, The Who, What, Why and How of Unified Messaging Solutions, provides critical insights and recommendations for companies considering moving to Unified Messaging, and looks at key issues companies need to consider when implementing Unified Messaging solutions. The report looks at the "Why" (benefits and value of Unified Messaging, why we need Unified Messaging today and what customers need to consider), the "How" (recommendations for companies considering moving to Unified Messaging), and the "Who" (Unified Messaging vendor positioning).
Avaya Unified Communications Can Reduce Cell Phone Expenses
AVAYA takes Unified Communications to the next level in terms of IP voice and video telephony; audio, web and video conferencing; unified messaging of voicemail, email, and fax; instant messaging and more. Learn how these technologies will help drive efficiency and reduce cost.
The Extent of Flexible Working in Europe
Avaya has commissioned independent research into the extent of flexible working practices in business across Europe. It analyses attitudes towards flexiworking, its value to the economy and benefits to employers and individuals. The findings show that 66% of employees in this region work on a flexible basis and 85% of people believe flexible working creates new jobs, keeps people in work and provides opportunities for them to get back into work.
Accelerating Unified Communications with an Enterprise-Wide Architecture
This Yankee Group report defines unified communications (UC) and the business needs that drive UC, raises awareness of the challenges associated with UC deployment, and then defines what a new architecture should look like. Finally, it provides insight into how to choose a solutions vendor and pursue the next steps in UC deployment.
Contact Centres for Dummies
Get step-by-step guidance from two expert authors of the Dummies books. This free limited edition from AVAYA tells you all about call centres and how to improve them.
Unified Communications for Dummies
Explore the new paradigms for working and communicating efficiently and collaboratively. Beyond PCs, Web portals, office phones, smart phones and mobile devices lies the promised land of Unified Communications - the approach to communications that solves countless issues in the modern, mobile work environment.
SIP for Dummies
So what is SIP and why is the industry buzzing about it? This book will tell you. What can you use SIP for? This book will tell you that too. Why is SIP so important? You’ll find that here, too.
Extraordinary Customer Service
Extraordinary Customer Service explores the contact center as a strategic part of your enterprise-where you can leverage differentiated services to provide a superior customer experience that can build brand loyalty and increase profits. Presented here are the best practices, trends, and innovations that can help empower your people and transform your business.
Intelligent Communications
How can you improve the efficiency of your business processes? What is the strategic approach that will deliver a competitive advantage today? Discover answers here in the Essential Managers Guide for Intelligent Communications. Embedding communications into the fabric of your business processes enables you to optimize the connections among your people, customers, and processes.
Communications Tools For The Effective Worker
Presented here are the essentials you need to understand how innovations in Unified Communications (UC) are key to success, competitive advantage, and both employee and customer loyalty. Discover the positive impact of Unified Communications on both day-to-day interactions as well as on higher level goals such as business process efficiency, customer loyalty and profitability.
Tell Me About AVAYA Enterprise Business
Communication Manager™ is designed as an open, scalable, and highly reliable telephony solution and effectively scales from under 100 users to as many as 36,000 on a single system and to more than one million users on a single network. This important guide provides an insightful overview to the range of applications that will help drive your business.
Extreme Independent Tolly Group Study
Extreme Networks commissioned The Tolly Group to evaluate the power consumption of its BlackDiamond 8810 series switch versus the power consumption of comparable core switches from Cisco and Foundry systems. Read more about Extreme’s unique Green credentials and their intelligent power saving features.
Tell Me About AVAYA Small/Medium Business
By implementing the powerful suite of business application tools such as Integrated Messaging, Contact Centre and Customer Relationship Management, the range of Avaya solutions can transform any business. Cutting edge applications and communication functionality enable businesses to improve productivity, enhance the customer experience and help to reduce costs. This important guide provides an insightful overview to the range of applications that will help drive your business…..
AVAYA Forrester Study - The Total Economic Impact™ Of Avaya IP Telephony Solutions Within A Branch Environment
This study illustrates the financial impact of moving towards IP Telephony within a branch environment. Avaya commissioned Forrester Consulting to examine the total economic impact and potential return on investment (ROI) enterprises may realize by deploying IP solutions to individual branch locations.