Compare Call Center Software

Optimize Your Communications Network With Avaya Aura Delivered By Cross Telecom

<!– @page { margin: 2cm } P { margin-bottom: 0.21cm } –>

In today’s fast-paced business world, the last thing a company needs is to be slowed down by their communications network. After all, isn’t technology supposed to make communication faster, easier, and more seamless? Avaya Aura™ builds on the success of earlier Avaya products and makes complex communications networks easy, reduces infrastructure costs and quickly delivers voice, video, messaging, presence, Web applications and more to employees anywhere.

Avaya Aura has useful updates including new capabilities to Communication Manager and session management that enables multi-vendor hardware and software to communicate across the enterprise network. Avaya Aura carries out these communications applications and systems by decoupling applications from the network so services can be deployed to users depending on what they need rather than by where they work or the capabilities of the system to which they are connected. Avaya Aura supports single cross-enterprise dial plans and centralized administration, reducing operating costs and speeding up rollouts of new applications. New aggregated presence features and the inclusion of Avaya one-X® Unified Communications interfaces allow businesses to take full advantage of unified communications application and solutions. Avaya Aura also provides the real-time communications software foundation for unified communications and contact center solutions, which is a key enabling layer in the Avaya architecture.

Solutions from Avaya are based on an open, flexible reference architecture that enables a multi-vendor approach to integrating communications. Avaya leverages a layered architecture to meet immediate business needs, while providing a path to future capabilities. The architecture emphasizes end-to-end management, security and serviceability, and enterprise-wide reporting and analytics. Avaya Aura promotes collaboration and interaction applications that are delivered to all users, workers, service agents, managers and executives.

The core communication services of Aura provide the real-time foundation for all sizes and types of customer solution, from less than 100 users to as many as 36,000 users on a single system and to over a million users on a single network. The core communication services also include rich IP and video telephony, branch solutions, enterprise-wide SIP session management, multi-vendor presence aggregation, application enablement, end-to-end compatibility, high availability, Hardware and design flexibility, and management, support and remote monitoring.

Cross Telecom is an Avaya premier, National Platinum Business Partner and Business Partner of the Year award winner and Cisco Silver Certified Partner. By providing a complete portfolio of Voice, Data, IP Telephony, Wireless, Avaya maintenance, CrossNet Maintenance and Support, Professional Services and Cross University, Cross has defined itself as a complete end-to-end integrator of converged technologies nationwide. Having one of the largest and most experienced technical teams within the industry, Cross delivers business transforming communications solutions that will create a distinct competitive advantage for their customers.

Related Avaya Contact Center Articles

VMukti.com Call management software, predictive dialers and Disposition List Video. For more info: www.vmukti.com contact@vmukti.com
Video Rating: 0 / 5

The New Frontier ? Your Call Center as a Social Media Outpost

If you are like me and so many other people today, you’ve connected through LinkedIn, set up your profile on Facebook, Twitted your Tweets and MySpace’d your favorite music performers to view road schedules.  But what business opportunities are there around Social Media, and how do you integrate it into your contact center; to be a media, marketing or contact center channel for interaction?  

Social Media offers consumer and business-to-business companies the opportunity to connect and communicate every day and get involved in the lives of people that either use their products or services, or might one day. This is a body of people that want to be seen, heard and recognized that have needs, wants and desires, and are computer savvy, often with a high degree of disposable money, and time to chat, video, blog, or write articles (like this one). They are willing to spend the time to speak out, or shout out and be heard. Social media levels the playing field, as anyone can create bad press, say nasty things, but in social media everyone can jump in and create a consumer affairs disaster.

Social media can play a leading role as a direct channel to listen in, have a conversation and guide the discussion; good, bad or ugly. But having the right team, tools and timing is essential, as you have to be involved every day to listen, be present and “be in” the conversation.  I believe that the contact center environment is an ideal place for this to happen. Agents can outreach and act as a “social media outpost” casting their net to capture conversations, hear, and deal with hearts, minds and problems and people that impact your business products or services.  Problems are inherent, in any business and it is essential that you are diligent in addressing and resolving them. Using a contact center as a “Social Media Outpost” is a good strategy to address concerns, bad press or consumer affairs issues that can plague the best brand management strategy.

To create or bring on a Social Media Outpost, with the right people, process and technology, it is essential to establish a set of rules, to help guide this new conversation and interaction channel. Internet Protocol (IP) and Voice Over IP (VoIP) have enabled multimedia channel support synergies that connect many people over the web. Some systems are proprietary, and others are open source. There are many websites featuring vendors like Skype, Broadsoft, which have incorporated click-to-call buttons for making calls to contact centers. A visit to companies like Dell, Continental Airlines, Sears, will reveal that this technology is mainstream now. On the open source side there are things like RSS feeds, tags, and rich media functionality that fuels the technology that underlies the whole gamut of social media. The most fortunate aspect of setting up a Social Media Outpost, whichever way you go, is that much of the set up cost are open source and free.

Facebook has over 200 million subscribers and in 2009 introduced its storefront to every one of the Fortune 500. To further enable the conversation, pioneering work was recently completed by the IT giant Avaya, when it integrated itself with Facebook. Using the Facebook application Facephone, consumers can now interact with a contact center, while in Facebook, and start a phone, video session or IM. The video calls rely on the Avaya Aura Thin Call client, another experimental technology developed by Avaya. When the caller wants to communicate to an agent, they are positioned in a queue to receive a customized hold video. These possibilities are decidedly long term and still experimental in nature. And, then again, if they were available today would customers really use them?  While one part of customer service is very personal, it still remains a service that has a degree of anonymity. Social media on the other hand is all about personality and authenticity. So, as a result, service is evolving along with the nature of customer service. There is no doubt that it will undergo a sea change.

Any contact center has a team of agents to handle calls. For a contact center to work effectively, in tandem with social media, the first thing to be done is to maintain a dedicated team of agents and create a social media outpost. But this in itself will not produce any tangible results. What you really need is to build a framework along with a suitable strategy, with a set of rules and exceptions to help guide the conversation. For this you will have to learn every aspect of social media, tools, and relevant sites to be on the move to the next stage, listen to the conversations, guide the responses and lead with insightful perspectives.

Listening has always been the essence of effective communication. Just by listening, you serve half the purpose of your Social Media Outpost strategy. But in the realm of social media, the process of listening is done somewhat differently. Based on the various facets of your contact center, you need to sweep, scrub and filter the information that is conveyed through your channels of communication. While monitoring such communications, you should trace who is saying what and where. By analyzing the information you will be able to address, refine and guide the conversation. By being present on a social media channel, you listen to your customer and they can be satisfied from every angle.

Find More Avaya Contact Center Articles

In June 2008 Europe’s busiest private hire taxi company approached VoIP.co.uk looking for a high-availability SIP trunk for their contact centre. 12 months later, this is what they had to say.
Video Rating: 5 / 5

inContact Developers- ICUC is coming up September 20th – 23rd, and that means it’s almost time for the annual Coder Royale competition! We’re offering some great prizes this year including 0 cash! Good luck! Register for ICUC @ www.incontact.com/icuc2010/

Vmukti.com Predictive dialer systems, Predictive dialer technology and call center predictive dialer with predictive dialer solutions. For more information contact at: www.vmukti.com contact@vmukti.com
Video Rating: 0 / 5

Ensurity Group Agent Tools, this is our Predictive Dialer, ONLY TALK TO LIVE CLIENTS, no more waiting on ringing phones, answering machines, hang ups, ONLY TALK TO LIVE CLIENTS and we help you get the data

Video Rating: 0 / 5

www.callcenteraddict.com 1 Major reason you’re not getting the virtual call center job that you are applying for. Virtual call center resumes!!!if you have a BAD call center resume,kiss any job GOODBYE

Watch in HQ! A Video about a litte “game” where you can dail 100 of Planets and atlantis. You can also send SG Teams threw the gate! stargate-project.de All rights belong to the owner!
Video Rating: 5 / 5

Get Virtual Call Center in 40countries as virtual extension. Features include voice driven auto attendant, call forwarding, voicemail (with transcription), audio conferencing, extensions and subextensions. Coverage includes 40 countries.
Video Rating: 0 / 5

(Vocus) January 29, 2010

Plano, Texas Â?- Working Solutions and WS iNet announced today that they have deployed a blended agent and hosted call center solution for Mountain Glacier LLC. WS iNet, a leader in hosted call center technology and an affiliate of Working Solutions, is providing inbound, outbound and multi-media capabilities, utilizing a carrier independent, redundant, hosted platform.

The complete solution enables agents to take inbound sales and service calls, as well as place outbound collections calls. Mountain Glacier customers also have the option to be called back if hold times are longer than normal. In addition, customers will be able to make automated payments by phone, while the company will be able to send proactive notifications of upcoming deliveries.

Â?Moving to a solution like WS iNet allows Mountain Glacier to significantly enhance customer service,Â? commented George Platt, GM and EVP of WS iNet. Â?Our state-of-the-art platform gives our customers a major competitive advantage with benefits such as the ability to route calls to agents in any location anywhere in the world, the capability to integrate easily with existing systems, and the benefit of avoiding upfront capital costs.Â?

Â?Providing exceptional customer service is one of our top goals,Â? said Jay Peterson, President of Mountain Glacier. Â?We are confident that Working Solutions and WS iNet will help enhance our customer experience and relationships even more, further promoting our brand. The hosted solution made the most sense, as we wanted the absolute best technology capabilities to support our customers.Â?

About Working Solutions: Since 1996, Working Solutions has helped corporations control costs while improving the customer experience. Working Solutions partners with forward-thinking companies that understand the value of aligning the contact center with the organizationÂ?s objectives. A pioneer in the virtual call center industry, Working Solutions, along with affiliate companies WS Live and WS iNet, continues to be the industry leaders with experienced agents, proven technology, and comprehensive processes. For more information, visit www.workingsolutions.com.

About WS iNet: WS iNet, an affiliate company of Working Solutions, hosts intelligent, on-demand contact center technology to clients needing a flexible, robust, cost-effective solution. A leader in delivering innovative contact center technology, WS iNet partners with its clients to achieve optimum customer engagement, satisfaction, and loyalty.

About Mountain Glacier: Mountain Glacier, LLC, distributes the finest bottled waters, including Ozarka, Poland Spring, Ice Mountain, Deer Park, Wisconsin Glacier Springs, and Mountain Glacier. Mountain Glacier strives to provide high quality bottled water and related products and unparalleled customer service.

###

More Hosted Call Center Press Releases