Avaya IP Office Contact Center 10: facts to know

BPO and call center
Avaya today announced Avaya IP Office Contact Center 10, a new version of the company’s contact center platform for mid-size businesses.

Avaya claims that IP Office Contact Center 10, which is globally available now in English, Spanish, French, German, and Italian, is an affordable and simple contact center solution for midsize businesses.

60 percent of consumers surveyed stated their expectations for customer service are higher than they were just one year ago.

By 2020 customer experience is expected to surpass product and price as the key brand differentiator.

Aberdeen Group research shows significant increases in customer retention, profitability and growth for those companies that deliver best-in-class customer experiences over those that don’t.

Avaya IP Office Contact Center 10 enables mid-size companies to define and deploy an omnichannel strategy. Outbound capabilities, multi-channel self and assisted service, through real-time and historical reporting and integration with CRM packages are the benefits.

Avaya IP Office Contact Center 10 features

# Out of the box configuration wizards and templates to quickly design call and IVR flows that reduce time required by up to 80 percent

Ability to make changes to call flows on-the-fly

Enhanced user interface and web administration, including installation and configuration wizards for multichannel services and other frequently used features

Enhanced real-time and historical reporting capabilities including more than 30 ready-to-use report templates that can be accessed in as little as four clicks

Customer callback features that hold their place in the queue and give them more control over their time

High availability and resiliency with support for VMware HA

# Integrated workforce optimization via Avaya Workforce Optimization Select

Avaya IP Office Contact Center is optimized for use with Avaya IP Office software, and is available in multiple deployment options, including premises-based, hybrid or pure cloud. Hybrid and pure cloud options are marketed as Customer Engagement OnAvaya – Google Cloud Platform or as a Partner-Branded Powered by Avaya offer.

“The features in Avaya IP Office Contact Center 10 help contact centers quickly define and deploy their customer service strategy to proactively manage the entire customer lifecycle with the simplicity, flexibility and tools to improve the quality of customer interactions,” said Karen Hardy, vice president, Avaya Customer Engagement Solutions.

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