Companies are accelerating their transition to the cloud at an incredible rate lately. Driven by a new demand for flexibility and scalability, today’s businesses are turning to CCaaS as a future-proof solution for customer service. With Contact Centre as a Service offerings, business leaders can empower the hybrid workforce and prepare for unexpected events.
Avaya, one of the best-known companies in the communication landscape, has recently introduced a state-of-the-art cloud contact centre solution for its customers. The Avaya OneCloud CCaaS environment is part of the comprehensive “OneCloud” solution for communication. This powerful, yet flexible cloud contact centre makes it easier to enhance the way customers and employees experience business interactions.
Let’s take a closer look at what you can accomplish with the Avaya Cloud Contact Centre.
Avaya OneCloud CCaaS Review: Features
Avaya’s OneCloud CCaaS offering is built with flexibility in mind. Ready for the age of remote and hybrid work, this comprehensive contact centre ensures employees can deliver effortless customer interactions across all platforms from a single desktop environment. Business leaders can customise the agent desktop to suit individual needs, and even build actionable dashboards for supervisors.
Within the Avaya ecosystem, it’s easy to fine-tune an amazing customer experience, with everything from omnichannel interactions to AI enhancements for self-service. Visual task editors even allow business leaders to build strategies for both outbound and inbound contact centre interactions. Features include:
- Connected touchpoints across messaging, chat, video, email, and social
- AI self-service with virtual assistants, chatbots and knowledgebase
- Reporting and analytics with machine learning insights
- Workforce engagement with workflow task assignments
- Voice-to-text transcriptions for insights and compliance
- OneCloud access to collaboration and UCaaS tools
- Call recording and storage, plus screen recording
- Live monitoring and quality management
- PCI and HIPAA compliance among other compliance features
- Interactive voice response with AI self-service
- Intelligent routing with a range of routing patterns
- Business process orchestration with visual task editors
- Customer journey intelligence to anticipate customer needs
- Live coaching, monitoring, and supervisor tools
- Integrations with leading CRMs and help-desk tools
- Global connectivity and cloud backups
Built to enable all kinds of business operations, the OneCloud solution from Avaya empowers teams and gives business leaders the insights necessary to make the right decisions about where to invest business budget. Today’s Avaya customers can access everything from self-service automation options to intelligent routing to make conversations with clients better than ever.
Avaya OneCloud CCaaS Review: Benefits
Ready to support businesses wherever their customer support agents might be, the Avaya OneCloud CCaaS environment is a global solution for customer service, with excellent reliability, and endless channels to choose from. Avaya OneCloud is available either as a standalone solution for cloud contact centre support or as part of a comprehensive UCaaS and CCaaS offering.
All of the packages from Avaya OneCloud are built to suit the business in question, with a host of advanced features, like WebRTC voice, AI-powered automation, intelligent routing and call recording. The Avaya OneCloud team is also on-hand to offer any guidance you might need when setting up your service. Benefits include: