The New Avaya Contact Center Solutions -The Growth Engines for the Midmarket

As the economy improves we’re seeing an increase of activity in domestic contact center growth. For three quarters in a row, the US Contact Center industry continues to grow. The sectors that will see the greatest growth are technology (44% growth), the public sector (29% growth) and healthcare (23% growth). These numbers suggest that companies spanning different industries are realizing the importance of providing top notch customer support and expanding their contact centers to better meet their customer’s needs.

A huge part of this growth is due to contact centers re-emerging as important instruments to create value for customers and shareholders in the Midmarket. Midmarket organizations are in a unique position. Customer expectations have risen dramatically, requiring companies to develop a far broader set of capabilities for their customer interactions.

To be successful today, midsize businesses must be capable of responding swiftly, efficiently and accurately to their customers no matter which channel of interaction, or combination of channels their customers choose.

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When we talk to midmarket businesses with contact center needs, the same things come up time and time again. They want to be assured of the ease of installation of the new contact center, they want to be assured that the new contact center will be reliable; they want better reporting than they currently have, and they want a reasonable price.

So with that in mind, how can midmarket businesses get the “just right” contact center?

The answer is to actually seek solutions that genuinely address the midmarket. It sounds simple, but many businesses do not do this. Unfortunately, most contact center technology is aimed at the large contact center operations, meaning the midmarket is largely ignored. The reality is that the “just right” solution does exist. Reasonable installations, reliability, and better reporting, all within budget, are possible for the midmarket.

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Avaya fills the gap in purpose-built midmarket contact center communications and collaboration solutions to enable both mid and large enterprises to equally address the needs of their most strategic assets: their customers.

As a trusted Avaya Partner, Avatel Technologies understands that midsize companies are often challenged to provide multichannel customer care with technologies typically built for larger enterprises. The new Avaya Contact Center solutions, offer the same robust functionality of its traditional contact center offerings but at a more affordable price point and with faster deployment times.

The new Avaya IP Office Contact Center (IPOCC) and the Avaya Contact Center Select (ACCS) offer sophisticated, multichannel contact center capabilities with the simplicity needed by a midsize organization. The new Avaya Contact Centers are true end-to-end solutions for businesses that want to differentiate their services from the competition, achieve better customer segmentation, and increase the value of each customer relationship – which can translate into more satisfied customers and a more profitable business.

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The Avaya IP Office Contact Center (IPOCC) and the Avaya Contact Center Select (ACCS) solutions that are both optimized for the midmarket and work with the Avaya IP Office Platform.

The new Avaya Contact Centers provide:

  • Flexible media distribution – optimizes business processes by distributing contacts to employees based on your pre-defined processes
  • Integrated multi-channel customer contact solution for voice, e-mail, and web chat – provides optimal accessibility on all communication channels – customers are free to choose which channel they prefer in order to do business with you
  • Customer prioritization – defines and prioritizes customers based on your business strategies
  • Skills-based routing – routes all customer inquiries to the employee who is best qualified to handle them, based on media type, expertise, and past experience with a particular customer or situation

With the IP Office Contact Center and Contact Center Select, businesses can integrate voice, e-mail, and web chat channels, and proactively manage the entire customer interaction lifecycle. Your business can begin at its own pace with one channel such as voice, for example, and add other channels such as e-mail as your objectives evolve.

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The IP Office Contact Center (IPOCC) offers multichannel capabilities for 5-100 agents and the Avaya Contact Center Select (ACCS) offers blended multichannel capabilities and provides scalability to 250 agents.

Supporting the midmarket business Key for the midmarket business
Typically for companies where 10% to 20% of employees are contact center agents Typically for companies where 30%+ of employees are contact center agents
Some IT communications knowledge is required, but the end customer will most likely rely on a trusted Avaya Partner like Avatel Technologies Will be typically managed by CIOs and tech savvy experts most likely familiar with contact center solutions and database integration with the help from a trusted partner like Avatel Technologies
Simplicity Feature richness
Voice centric with multichannel: voice, email, web chat Blended multichannel: voice, email, web chat, text, fax
English only G-14 languages

The implementation of a functional multi-channel contact center is a long-term, sustainable investment in the current and future growth of your company. However in the past, high implementation and maintenance costs excluded midsize businesses from taking advantage of next-generation contact center technology.

Smaller budgets and limited IT resources have challenged their ability to find true, multichannel contact center solutions that fit their needs for affordability and low-risk integration, as well as ease of deployment and management. The Avaya  Contact Center solutions immediately changes that old paradigm and provides midsize businesses with Avaya’s expertise in customer experience management in a solution that is flexible, easy to use, maintain and administer.

Although many midsize businesses realize that they must make the call center a part of their growth strategy, most are unsure of how to make that happen. The path to growing your midmarket business starts here. Contact an Avatel Midmarket Contact Center Specialist at 866-835-2661.

Jamie Wood, Avatel EVP



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