Call Centers
Operate a more efficient call center while reducing operational costs. Our consultants
can help you identify any problems and improve your customer communications.
Improve Customer Retention
With your competitor a mouse click away, one of the few remaining differentiators between you and your competition is customer service. When you integrate a call center into your business:
- Customers are matched with the correct agent for their needs
- The customer's relevant information is available to your agent, and this information is delivered to the agent's desktop at the same time the call, email, or chat arrives.
- No one wants to be transferred to multiple agents before their issue is addressed. Help drive first call resolution and meet customer expectations.
Small & Midsize Business
Avaya IP Office
IP Office is a single, stackable, scalable small business communications system that grows with your business easily and cost-effectively. Built from the ground up specifically for small and midsize businesses, IP Office offers technical flexibility — it uses digital, analog, IP, or any combination of these — and resiliency.
IP Office includes new mobility features that help increase reachability for on-the-go employees. The system seamlessly integrates with today’s popular desktop applications to help improve a company's collaboration tools, ultimately increasing employee productivity and enhancing customer service.
IP Office is an award-winning small business communications system used by more than two million organizations worldwide. This communications solution is a proven investment.
- Lower total cost of ownership - IP Office offers nearly 25% lower TCO when compared with competitive systems, according to a 2010 Tolly Group report. Energy-saving desk phones deliver up to 60% more efficiency and Avaya customers can save up to 60% of their original investment when migrating to IP Office. The solution can also reduce or eliminate conference calling fees with its built-in secure conference bridge.
Medium to Large Business
Avaya Aura®
Avaya Aura® is the core communications platform supporting contact center solutions for midsize to large enterprises. It extends Communication Manager and enables SIP-based session management with innovative capabilities.
Avaya Aura enables faster and easier deployment of communications capabilities such as voice, video, messaging, and presence. As a result, productivity and business agility can be increased.
- Improve business agility - SIP architecture with centralized management and control gives businesses the agility to take advantage of new capabilities, deploy new applications, and deliver new levels of customer service.
- Reduce costs - Use the corporate network to handle traffic and reduce PSTN usage with a single enterprise-wide dial plan and intelligent routing policies. Save money by consolidating trunks. Reduce administrative costs with simpler management and infrastructure.
- Increase productivity - Avaya Aura® makes it easy to deploy services to users as needed, independent of location or network connection. Employees get unified communications tolls to work effectively in a fraction of the time.
Mitel Contact Center
Contact Center Business Edition
Contact Center Business Edition delivers a subset of the most popular applications found in Enterprise Edition in a cost-effective package for single-site contact centers with less than 25 agents. It delivers the same sophisticated ACD routing engine as Enterprise Edition, along with standard historical and real-time reporting, support for routing and reporting on up to two media types, agent forecasting, integrated softphone, and off the shelf CRM integrations.
Contact Center Enterprise Edition
Contact Center Enterprise Edition is Mitel's most fully-featured and sophisticated contact center offering. It is a scalable, resilient, and virtual solution for high performance contact centers of all sizes, across one or more locations. It delivers flexible and sophisticated ACD routing such as skills-based routing, overflow, interflow, and dial out of queue. It also offers advanced applications such as Mitel Workforce Scheduling, Flexible Reporting, and support for routing and reporting on up to seven media types. Contact Center Enterprise Edition meets the needs of all sizes of contact centers, from small, single-site contact centers with advanced needs, to large, multi-site virtual contact centers.
Customer Service Manager
As one application in the Mitel Applications Suite, a communications solution for small and medium-sized businesses, Customer Service Manager provides entry-level contact center functionality for effectively sharing calls amongst a team. Customer Service Manager extends general business telephony to include hunt-group and longest idle call routing, email routing, and historical and real-time reporting for up to 100 agents.
