With the rise of social media and collaboration tools in the enterprise, contact-center technology is quickly evolving to keep pace with new demands. Both heavy hitters and startups are running to innovate around a once-phone-oriented industry.
According to a Yankee Group study entitled Social Media Means Serious Business, businesses must understand that social media are no longer just a marketing initiative for generating leads. Businesses are now focusing on how social media, combined with customer service and other revenue-generating initiatives, can help make the relationship between a company and its customers more effective for both.
The study found that 80 percent of survey respondents believe businesses should review social-media sites to see what people are saying about them. Another 70 percent of consumers want to be able to leverage social media to see real-time availability of company experts in technical support, billing and other departments. And 58 percent of consumers say regular communication with a business via social-networking sites improves their loyalty to that business.
Avaya Focuses on Customer Convenience
“A migration to chat, e-mail and web services is a growing trend in today’s contact centers. The next thing I see coming is integrating these channels with a rich CRM solution,” said Chris McGugan, a contact-center product leader at Avaya.
“Also, being able to deliver a user’s history, IVR transcript, and complete customer detail to a call-center agent will greatly decrease the handle time and increase customer satisfaction. The ability to transfer customer details from one agent to another — rather than asking a customer to repeat themselves with each transfer — is a significant improvement in call-center technology, and we will see this capability gain in usage and enhance customer experiences.”
Avaya Aura Contact Center aims to transform work assignment, overall experience management, and provide a unique approach to introducing multimedia to the…