Summary

Avaya Intelligent Customer Routing lets businesses capitalize on the next competitive differentiator: the Customer Service Experience. Avaya has unified self- and assisted- service into a single solution that dynamically manages available media and IT resources.  Avaya Intelligent Customer Routing enables high-touch, high value service from start to finish.  

Customers are greeted intelligently based on business insights stored in corporate IT systems. While customers are waiting for live agents, Avaya Intelligent Customer Routing can present personalized up-sell or cross-sell messages, call-back options, and even opt-in services to proactively notify customers of transaction status—for example, billing and appointment reminders.

Leveraging the power of SIP, Intelligent Customer Routing lets customers connect with agents and non-agent subject experts anywhere in the enterprise. 

Features and Benefits

Improve customer service 

Manage calls faster and more intelligently, to enhance their customer service experience and increase customer loyalty.

Lower ownership costs 

Streamlined management and improved call-volume distribution can help save money on deployment and maintenance.

Preserve existing investments

The solution allows you to keep your existing agent endpoints, call-routing systems and other resources.

Featured Resources

 CASE STUDIES

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