Avaya, a global leader in corporate networking solutions and services, has launched new Web-based software aimed at providing small to medium-sized enterprises (SMEs) with a low-cost Internet Contact Centre capability.
The software incorporates a computerised `Web Genie` character, or `avatar`, that pops up on a computer screen to alert the business that someone is contacting them via their Web site and requesting immediate assistance. It then enables them to provide instant communication with the Web visitor either by text chat or telephone.
The technology could reduce, by up to 60%, the number of virtual `shopping trolleys` that are abandoned by potential buyers before they reach the `checkouts` of both online marketplaces and shopping e-malls. At the same time, the technology enables smaller businesses to enjoy the benefits of a scaled-down contact centre, providing increased customer contact and improved levels of customer service.
The technology concerned is Avaya`s INDeX Interaction Manager, which enables businesses to add Web-sensing capabilities to their existing customer contact strategy. By using simple Web features - for example a `web-chat` button - prospective buyers can make enquiries, allay concerns, check returns policies, share other views, or even give their credit card number if they`re uncomfortable with using the Web, via a live chat session. For the business, it is an opportunity to convert enquiries into revenue.
The technology includes a green `Web Genie` which appears on the business users` screen prompting them to answer a customer query or participate in a live chat session. At the same time, the genie can aid the customer by predicting that they might need assistance and appear on their screen, offering helpful tips.
Dave Robinson, Vice President Global SME Solutions, Avaya, believes the INDEX Interaction Manager offers a massive opportunity for smaller operators of Web-based buying environments, because research shows Web shoppers to be more brand-loyal than high street shoppers with over 60% repeat-buying at one or two sites.
"This technology could play a decisive role in whether a site becomes successful and sticky, or not. The trick is in making sure that Web-visitors receive excellent customer service and potential buyers complete their purchases successfully," he said.
"This is an important step forward for online businesses," said Robinson. "A recent survey* indicated that 80% of attempted Web purchases are abandoned because shoppers dislike excessive information requests, site malfunction and even because they couldn`t find the product required.
"Using INDeX Interaction Manager, this need not happen. It is expected that as much as 25% of any contacts into a business will be via e-mail - what INDeX Interaction Manager does is to help businesses to manage these as efficiently as they do traditional telephone calls.
"We also see huge potential for its use internally within a small or medium-sized business. For example, it would be an ideal means of support for busy IT help desk staff who handle requests over a variety of media. It will give them the flexibility to respond promptly as and when needed."
Built on INDeX, an Avaya eBusiness digital communication platform, INDeX Interaction Manager links different media interactions - telephone and Internet - through a common interface. The software integrates easily with existing infrastructures such as Microsoft Outlook, ensuring rapid user-familiarity. It typically requires between one day and one-and-a-half days to install. Customers may install it themselves or have it installed by Avaya or one of its authorised BusinessPartners.
Costs range from about $8 500 for a five-seat licence to $28 000 for a 25-seat licence.
* Survey, undertaken by Management Consultancy AT Kearney, November 2000
Share
Avaya`s customer relationship management (CRM) solutions help companies develop an end-to-end process for delivering consistent, personalised service that enables businesses to leverage sales opportunities during each interaction. By doing so, companies can increase revenue and productivity while encouraging repeat business and reducing costs.
Avaya`s CRM Solutions portfolio focuses on three areas: Interaction Management, Commitment Management and Business Intelligence. `Interaction Management` solutions enable companies to efficiently handle customer support through a variety of channels, such as Web chat, e-mail, voice-over Internet Protocol (IP) and phone, ensuring that each customer reaches the right agent appropriate to their needs.
`Commitment Management` solutions manage and distribute work throughout a company and beyond by connecting and automating customer-oriented activities from front desk through fulfilment. `Business Intelligence` solutions are tools to help better understand customer buying patterns and preferences that can be used to improve effectiveness of each encounter between a company and a customer.
Avaya
Avaya, headquartered in Basking Ridge, NJ, is a leading global provider of communications solutions and services that help businesses, government agencies and other institutions - including more than 75% of the Fortune 500 - excel in the customer economy. Avaya offers Customer Relationship Management Solutions, Unified Communications Solutions, Hosted Solutions, Multiservice Infrastructure, and Converged Voice and Data Networks - including the company`s no-compromise Enterprise-Class IP Solutions (ECLIPS) - all supported by Avaya Services and Avaya Labs. Avaya is the worldwide leader in unified messaging, messaging systems, call centres and structured cabling systems.
It is the US leader in voice communications systems. For more information about Avaya, visit its Web site at http://www.avaya.com.
Editorial contacts