by Wayne Smith, Marketing Manager, Interactive Northwest, Inc.
Unlock Your Contact Center’s Potential for Customer Engagement
Imagine if you could implement a contact center solution that gave you an edge over your competitors, a foundation for protecting and generating revenue, and strengthened your valuable customer relationships. Now imagine that same solution provided you with a flexible platform for future development and expansion that grew with your organization as business objectives changed and customer expectations evolved.
It’s not a pipe dream, it’s the Avaya Aura® Experience Portal (AAEP), and it’s your gateway to superior customer relationships. With nearly endless possibilities for engaging your customers, AAEP gives you the power to connect across all media formats for both inbound and outbound communication.
Consider these three significant advantages to including AAEP in your contact center infrastructure.
Greater Flexibility
Experience Portal is a powerful platform with a robust feature set that provides maximum flexibility to meet the current needs of your contact center while accommodating future growth. It can be configured with a handful of port licenses at the point of deployment and scaled to tens of thousands of ports over time.
Because AAEP is a scalable platform that provides a multi-tenant application environment, new capabilities and features can be developed as the needs and goals within your various business unit contact centers change. AAEP lays the foundation for custom application development that unleashes a myriad of possibilities for implementing an effective customer engagement model for each segment of customer interaction within your organization.
Improved Customer Engagement
With AAEP, working with Aura Communication Manager, your contact center is no longer limited to hardwired land-line communication. AAEP allows you to connect with customers from a centralized platform across multiple media formats (voice, SMS and email) and modes including phone, mobile devices and the Web. With the addition of an outbound calling application using Avaya’s Proactive Outreach Manager (POM), your contact center is extended further with the ability to reach out to your customers with important account information, appointment reminders or special offers. Read a success story utilizing POM.
AAEP is a powerful platform for enhancing the customer experience. You are able to engage customers according to their preferences, automating routine to even complex tasks that give them 24/7 access to the help they need. Allowing customers to engage with you on their schedule enhances customer sentiment and increases the amount of time they interact with your brand. By providing these added conveniences and choices, you are able to energize your customer relationships, bring increased customer satisfaction and often create advocates for your brand. Learn more about increasing customer satisfaction in the contact center.
Increased Profitability
AAEP, as we’ve already shown, allows you to add services that improve the customer experience by providing them with added convenience and cost savings, and by assisting them in meaningful ways. These capabilities increase revenue significantly by building brand loyalty, increasing mind share, and encouraging coveted repeat business. Learn more about increasing revenue in the contact center.
In addition to increasing revenue, automation increases profit margin. Self-service applications cost only one tenth to one hundredth as much as employing an agent, allowing you to expand service and product offerings without having to add staff. Operational expenses decrease, agent efficiency increases and your customers are provided with added convenience. It’s a true win/win for you and your customers. Learn more about continuous improvement in the contact center.
INI is committed to helping you discover additional cost-effective solutions that will help grow your business and enhance your customer engagement model.