Lookout iWork. Lookout Google Docs.
Avaya IP Office Contact Center Shows Multi-Channel isn't Just for Big Businesses
Multi-channel customer engagement is not just for big companies anymore. Last week, Avaya announced that it was adding multi-channel contact center functionality to Avaya IP Office to provide a more accessible multi-channel contact center solution for small and mid-size businesses (SMBs). Avaya IP Office Contact Center allows SMBs to engage their customers not just through voice but also through email and live chat – the top two non-voice channels most often engaged in SMBs’ contact centers as we noted in our 2013-2014 Enterprise Technology Benchmark.
The 2013-2014 Benchmark also showed that 54% of SMBs are already monitoring e-mail in the contact center while 31% are using text chat. These numbers will increase as SMBs turn their call centers into multi-channel and even omni-channel contact centers—where information passes between channels to create a seamless customer experience. In fact, the 2013-2014 Benchmark also showed that another 15% of small and mid-size contact centers are evaluating adding e-mail monitoring and 31% are evaluating adding text chat. These small and mid-size businesses now have another solution to consider.
Companies of all sizes should enable multi-channel communication in their contact centers; the days of the voice-only call center are ending even for small businesses.
- Big Data, Analytics and Virtualization
- Contact Center and Customer Engagement
- Cloud Delivery
- Cost Models and Total Cost of Ownership
- Enterprise Trusted Advisor
- IT Innovation, Transformation, and Enterprise Technology
- Mobile and Network Services
- Security & Compliance
- Unified Communications and Collaboration
Have you ever launched an app and watch the battery meter drop before your eyes or feel your smartphone go nuclear?
Contact center vendors have made some big announcements in the past couple of weeks, including more emphasis on the cloud and creating a unified portfolio that tightly integrates