To meet the service level demands of today`s Internet-savvy customers, contact centre managers are looking for ways to decrease response times, improve accuracy, and provide agents the ability to support multiple customer requests. To meet this challenge, Avaya, the former Enterprise Networks Group of Lucent Technologies to be spun off later this month, recently debuted CRM Agent Access, a computer telephony integration (CTI) product.
An application for contact centres, Agent Access brings together separate points of information and presents them in a single user interface on the agent`s desktop - giving agents and managers a real time look at what is happening in the contact centre.
"Agent Access helps contact centres build stronger relationships with their customers," says John van der Linde, customer care director for Avaya in EMEA. "Through the efficient handling of customer needs, companies will see an increase in customer loyalty."
With Agent Access, a special pop-up screen provides relevant customer information to agents whenever they receive a call - allowing for efficient processing. Simple follow up functions such as faxes and e-mails are handled conveniently from the agent`s desktop. Agent Access accommodates any channel interactions, now and in the future, by providing a uniform desktop. James Bisker, Tower Group insurance analyst, says that 95% of business today is still handled over the telephone (Insurance Accounting, Jan. 17, 2000). This means contact centres are the front line for customer service, and CTI technologies such as Avaya`s Agent Access give call centres a competitive advantage.
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Avaya
Avaya, the former the Enterprise Networks Group that will be spun off Lucent Technologies later this year, is headquartered in Basking Ridge, N.J., USA, and is a leading provider of communications systems for enterprises, including businesses, government agencies and other organizations. Avaya offers voice, converged voice and data, customer relationship management, messaging, multi-service networking and structured cabling products and services and is a worldwide leader in sales of messaging and structured cabling systems and a U.S. leader in sales of enterprise voice communications and call center systems. Avaya intends to use its leadership positions in enterprise communications systems and software, its broad portfolio of products and services, and strategic alliances with other technology and consulting services leaders to offer its customers comprehensive eBusiness solutions. For more information about Avaya, visit us on the Web at http://www.avaya.com.
Lucent Technologies
Lucent Technologies, headquartered in Murray Hill, N.J., USA, designs and delivers the systems, software, silicon and services for next-generation communications networks for service providers and enterprises. Backed by the research and development of Bell Labs, Lucent focuses on high-growth areas such as optical and wireless networks; Internet infrastructure; communications software; communications semiconductors and optoelectronics; Web-based enterprise solutions that link private and public networks; and professional network design and consulting services. For more information on Lucent Technologies, visit its Web site at http://www.lucent.com.