Avaya Contact Centre

man working at computer while on the phone

Smarter multi-channel contact management

Today, your customers increasingly want to engage with you on their terms.

With Avaya Contact Centre's intelligent routing, the appropriate agents can reply on your customers' preferred channel while having full access to their interaction history. That means they can respond faster and personalise the experience to build customer loyalty. Smart self-service features also assist your customers to manage interactions when it suits, and free your agents for high-value activities.

Key features

Multi-channel capabilities

Customers can contact you how, when, and where they choose—through phone, email, SMS, chat, social media, and web enquiry forms.

Centralised process and system management

Enable efficient and streamlined management of complex and geographically diverse services.

Intelligent call routing

Ensure incoming enquiries are matched to the available agent with the appropriate skills and knowledge.

Improved workforce management

Increase productivity and efficiency via intelligent reporting and routing.

Fully integrated analysis and performance reporting

Get a sophisticated understanding of your operations and optimise resources to deliver the best possible customer experience efficiently and cost-effectively.

Speech analytics of recorded content

Content from calls and meetings can help with quality assurance, service standards maintenance and risk management.

Benefits

More personalised customer service

Use customer history across multiple contact channels to create better experiences and build loyalty.

Increased customer convenience

Help customers self-serve more efficiently to save them time and effort.

Better workforce management

Intelligent routing and reporting can help your agents deliver more value to customers and your business.

Greater flexibility

Quickly scale to meet demand fluctuations. Lower real estate costs and reduce staffing issues by enabling agents to work from home.

Quality assurance and risk mitigation

Apply advanced voice analytics to monitor service quality, as well as manage and mitigate risk.

Why Telstra

Experience that's second to none

We manage 20,000+ contact centre seats handling over 100 million interactions a year, and run one of Australia’s largest integrated contact centres.

We know what works

Take advantage of our expertise in customising, configuring and integrating contact centre solutions, as well as providing training and ongoing advice.

Deep understanding of vendor technologies

We have forged strategic partnerships innovative players like Cisco. You'll have the assurance of expert advice, set up and support for their solutions.