What is Avaya Cloud Contact Centre

Avaya Cloud Contact Center is a cloud-based Contact Center as a Service (CCaaS) designed for the customer experience needs of large, medium and small enterprises as well as business process outsourcers (BPOs)

How does Contact Center Work?

Contact centres use various types of advanced technology to help resolve customer issues quickly, to track customer engagements, and capture interaction and performance data. Contact centres are usually operated either by an internal department or outsourced to a third-party provider.

The Power of Avaya Cloud Contact Center

Avaya Cloud Contact Center makes it easy to connect everything—voice, video, chat, messaging, and more—to deliver effortless experiences for customers and employees at every touchpoint.

Avaya Cloud Contact Center - Navigant Technologies

Name: Shashank
Brand: Avaya
Rating: 4.4 (123 reviews)

Avaya Cloud Contact Center

Enhance your Customer Service with Better Experience & Generate High Quality Leads.

Request a Demo

Benefits

Enhancing Your Customer Experience

Omnichannel

All customer communication channels in one place

Pay as you go Model

Pay as per usage of the asset without hefty upfront cost

Flexible Working

Cloud-based agents can work from anywhere using any device

Fully Customizable

Tailor-made features, ability to control operations

CX Matters

Increase CSAT & Agent productivity using unified agent desktop

Truly cloud-based

Open, Reliable, Secured

Scalability

Increased Capacity as you grow

CRM Integrations

Single view of customer data

Fast to Deploy

Get started in days, not weeks

REALIZE YOUR CUSTOMER EXPERIENCE VISION

Provide consistent, and seamless Customer Experience through an Omnichannel Contact Center using Inaipi cloud

Designed for the enterprise contact center needs, Inaipi Cloud, is powered by Avaya’s Contact Center Platform. It offers a comprehensive, integrated, and open Cloud architecture with scalability, security, and in-depth analytics across the customer journey, delivering a simplified and flexible cloud experience. Inaipi Cloud offers a seamless path to the cloud with some of the best customer experience support tools from one of the industry leaders.

With Inaipi Cloud, Organizations can leverage Omni Channel Capabilities, improving their Customer Relationships and Satisfaction for Business Growth. Also, letting organizations gather insights into Customer Needs and Behaviors to Reduce Churn and understand their customers better.

User’s Review

Check out what our Customers are saying about us

Customer satisfaction is a priority in our company, and Avaya is getting the job done.

Maria Lopez

IT Audit Manager

It provides an amazing tool to manage the calls to the departments both inbound & outbound.

Authenticated Reviewer

Executive

Avaya helped make the starting process of working in customer service 100% easier.

Authenticated Reviewer

Employee

Avaya OneCloud CCaaS an incredible tool for day-to-day management.

Authenticated Reviewer

Board Member

Choose Your Experience

Ready to order? Get in touch with an Avaya sales representative today.

CC Voice

Get Started

● Enterprise Telephony
● Automatic Call Distribution - Intelligent/Skill Based
● Inbound/Preview Outbound
● Basic IVR with Call Categoraization
● Enterprise CRM Integration (Screen-pop)
● Customer Journey
● Enhanced Realtime Dashboard, Historical Reports
● Report Designer to create custom reports
● Call Back Manager through Voice / Web
● Call Billing
● Web Based Agent Desktop
● Announcements/ MOH
● Compliance Voice Recording

CC Omni Channel

Get Started

● Enterprise Telephony
● Automatic Call Distribution - Skill Based/Keyword Based
● Inbound/Preview Outbound
● Interactions using Digital (Email, Chat, Video)
● Basic IVR with Call Categoraization
● Enterprise CRM Integration (Screen-pop)
● Customer Journey
● Enhanced Realtime Dashboard, Historical Reports
● Report Designer to create custom reports
● Call Back Manager through Voice / Web
● Call Billing
● Web Based Agent Desktop
● Announcements/ MOH
● Compliance Voice Recording
● Omni Survey (voice, email, web, sms)

Communication Bundle

Get Started

● Enterprise Telephony
● Automatic Call Distribution -
Basic Routing
● Basic IVR with Call Categoraization
● Enhanced Realtime Dashboard, Historical Reports - Basic Reporting
● Call Billing
● Customer Information management
● Compliance Voice Recording
● Mobility Solution with Number Masking
● Spaces Video

Value Added Services (VAS)

Case Management

Provides businesses with a full-ﬂedged ticketing system that fast tracks customer management at a customer service desk. With Case Management brings back-office to the front-end of customer interactions.

Knowledge Base

Boost Agent productivity and enhance Customer Experiences by letting advisors quickly find the information they seek to drive a smooth and swift interaction, to enhance the customers interaction with the satisfied resolution.

WhatsApp / Social Media

Provide customers with a consistent experience through WhatsApp and Social Media platforms. With WhatsApp and Social Media Connectors businesses can entertain real time communications through these platforms.

WhatsApp / SMS Campaign Module

Enable a web-based system with ability to send individualized and bulk messages to mobile phones, through SMS and WhatsApp and connect with customers to increase awareness and boost Sales.

Omni Survey

Conduct automated post-interaction survey seamlessly on IVR/ Email/ SMS channel to analyze customer service quality and customer satisfaction in real-time. Enables businesses to do post-call, scripted surveys over an ongoing call to find out attitudes and reactions, to measure client satisfaction.

QA / Speech Analytics

Categorize agent quality assessment into soft skills assessment, adherence to process/script defined and transaction handling skills of an agent. Provides businesses a full picture of their customer interactions, the knowledge to make informed decisions, and gather insights into customer needs and behaviors to reduce churn.

Video Consultation

Enable agents to resolve problems in real-time improving customer support efficiency, hence contributing to improved agent utilization and profitability. Create and share link to initiate face-to-face video call with customers and dispense the link after a limited period.

Remote / Mobile Workforce

Mobile Workforce enable Agents to work from anywhere, improving flexibility and providing 24/7 support to the customers. Businesses can also optimize their costs and ensure business continuity in contingency scenarios. Also, with Remote Workers businesses can enhance customer service in different countries and timezones.

Landing page builder is a hosted platform powered by the brizy builder aiming to connect you with potential clients, collect leads, and close sales through a more streamlined experience and modern web tools. It offers unlimited hosting space and enticing yourself publishing options