Avaya Integrate Multimedia for Contact Center

Avaya as a provider of contact center solutions try to bring a new application, named Avaya Customer Connections Web. This software application allows voice and video collaboration session with agents, experts or other enterprise resources.

Callers or customers who have access to Internet-connected devices, such as PCs or mobile devices, just select a link to connect. The message conveyed to the experts and sent back to other resources if needed to provide assistance to users, thereby increasing the productivity and effectiveness. Contact center operator (agent) can also share documents, applications or Flash content with the user.

"Users now prefer to use multimedia (email, web, chat and text) to submit their complaint to a company with a shift to 40 percent instead of using the telephone," said Endang Rachmawati, Indonesia Country Manager for Avaya, at Standard Charter, Jakarta, Thursday ( 24/11/2011).

According to Endang, the increasing use of smart phones and social networking as much as 76 percent indicated that the most likely customers will be using a smart phone application to interact with the contact center and 42 percent of customers expressed more openly when communicating via social networking channels and web chat

Surely the experience of contact center exists at the impact on business growth. A service company will generally be at risk of losing subscriber as a result of dissatisfaction with interactions through their contact center.

"The fact is, 36 percent of respondents indicated that they would probably or have shifted their business to other companies as a result of their interaction with the customer service center are not satisfactory," he said.

"We continue to work closely with our partners to provide the best solution and in accordance with customer demand. Contack market centers in Indonesia is very potential, and until now we still be the first to share pasa above 50 percent," he concluded.

While Ray Teske, Executive Directoor Asean Avaya Avaya solutions offered to explain this new network could run make use of the Internet, either via WiFi, or 3G, which generally are offered by all telecom operators in Indonesia.

"Obviously the Avaya solution is very easily accessible by using a WiFi or 3G networks. Indonesia, including the country were quick in adopting the technology and price of broadband services more affordable in Indonesia," lid Teske.

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