The Avaya IP Office Contact Centre (IPOCC) is more than just a call centre, it truly is a ‘contact’ centre. People will often ask why is it the World’s Leading solution, and one of the main reasons comes down to the fact that it reduces customer frustration and significantly increases business performance.
The IPOCC allows business agents to handle customers quick, efficiently and on their terms. People often ask, what does that mean or how does that work? When a customer is looking to connect with a business, they don’t always want to call, and that’s not a problem. Avaya have incorporated new ways of contacting businesses into their call centre, which includes the ability to email, web chat or call; regardless of how the customer chooses to connect, they are all sent to the same queue.
The IPOCC system is unlike any other. It just doesn’t connect the customer to an agent. When a customer calls, he or she will be sent to the right agent and with information that has already been recorded, either from a previous call or previous agent. One of the most frustrating things for customers who contact businesses, is having to repeat information – Avaya eliminates this problem in two ways; agents can enter data onto the system, and the system will send the the customer to the agent best suited to handle their business.