Turn Your Contact Center into a True Customer Engagement Hub
The modern contact center carries a heavy burden. As the main point of interaction between your business and your customers, your contact center must be capable of supporting multi-channel communications at the speed of light.
We understand the challenges associated with planning, deploying and managing a complex contact center environment. We also understand how important it is to get your contact center right – the more effective and consistent interactions become, the more likely you are to build lasting relationships with your customers.
Our contact center solutions are scalable and adaptable for businesses of all sizes, in all industries. Whatever your specific needs may be, we help you build a contact center capable of offering the quality interactions your customers deserve.
Explore Our Contact Center Solutions
Speech Recognition Software
Interaction Speech Recognition (ISR) software personalizes the customers’ first impression of your business by promoting increased self-service completion rates through more natural interactions. This allows you to more effectively automate simple, repetitive tasks while reserving agents for interactions that require assistance.
The Genesys PureCloud platform provides an all-in-one contact center solution that makes each customer’s experience an exceptional one. PureCloud is innovative in its all-in-one, open standards architecture for multi-channel interactions as well as SIP and VoIP. Agile in its unified application suite for every aspect of the customer experience. In one, complete application, you get everything required in a contact center solution to improve performance throughout your operation.
As a predictive dialer software, the Interaction Dialer system easily pre-integrates to Genesys PureCloud for outbound and blended predictive dialing and simplified campaign management. The predictive dialer software also extends functionality for intelligent campaign staging, advanced call scripting, compliance options, and more.
Interactive Voice Response (IVR)
Free up your agents by implementing a self-service Interactive Voice Response (IVR) system allowing your customers to get right to the information they need such as checking the status of an order. An IVR system solution will allow you to improve customer service while at the same time reporting activities across every channel.
With Avtex InteractionSyncTM CRM Integration, agents now have access to an agent desktop with embedded call controls such as call pickup, disconnect, hold, transfer, conference, status management, and click-to-dial — all tied directly to the Microsoft Dynamics CRM application.
Existing Technology Integration
Integrating your contact center platform with the enterprise technologies your employees rely on fosters efficiency. We offer integration advice for a wide range of platforms and technologies, including SAP, Siebel, Oracle Service Cloud and more.
Hosted Contact Center
Different contact centers have different needs. Avtex helps you pick the right contact center solution by offering the Genesys PureCloud all-in-one solution as either a premise-based solution or as an on-demand Communications as a Service (CaaS) offering, both easily scalable from 25 – 5,000 agents. Your choice.
The Interactive Intelligence Workforce Optimization (WFO) solution gives your contact center the necessary tools to optimize the performance of your entire workforce and achieve your operational and strategic goals. Whether those goals are delivering a great customer experience, holding the line on servicing costs, or a little of both – Workforce Optimization from Interactive Intelligence helps you reach them by monitoring, directing, and improving employee performance.
Behavioral Analytics captures customer and employee interactions, and then automatically analyzes every second of every captured interaction in the cloud, using millions of proprietary algorithms and unique behavioral models.
Recording and Reporting
Tracking the effectiveness of individual engagements and agents is vital to quality assurance efforts.
Our contact center solutions include real-time and historical data in interactive, dynamic views making it easy to maintain up-to-date awareness of the health and effectiveness of your contact center.
Interaction Quality Manager™ lets businesses expand and streamline quality assurance efforts across all customer contact channels – voice, email, chat, SMS, and social media. This provides organizations a single system for monitoring and improving employee performance, no matter where they work or how they interact with customers.
Partnering with Avtex
A partnership with Avtex can make creating and maintaining your Contact Center environment a much more manageable task.
We help you manage every detail of your Contact Center platform, including:
- Selection of optimal contact center technologies
- Maximizing the effectiveness and ROI of technology
- Platform implementation and upgrade support
- Process creation and optimization
- Creation of employee training programs
- Streamlining agent access to data and tools
Our team helps you create a truly customized Contact Center solution to support customers and employees alike.
Avtex offers comprehensive contact center assessment services designed to help you turn your contact center into a source of customer admiration. Our objective assessment offers insight into the strengths and weaknesses of your contact center environment, and the steps you can take to ensure the satisfaction of customers and agents.
During the assessment, our experts will review every aspect of your contact center environment, including:
- Technology platforms
- Omni-channel effectiveness
- Cross-platform integrations
- Workforce management processes
- Data capture, reporting and utilization
- Customer data accessibility
- Quality assurance processes
- Agent training and support
- Interdepartmental collaboration
- Future planning
Following the assessment, you’ll receive a detailed report of our findings, including suggestions on how to turn the data into an actionable plan for future contact center evolution and transformation.