A business cannot be successful without happy customers. Period. End of story. It doesn’t matter if you have the best product or service on the market. It doesn’t matter if your prices shatter the competition. Without customers, you can’t turn a profit, which is why businesses put a huge emphasis on improving Customer Experience.
“The challenge is for organizations to meet customer expectations and mitigate customer satisfaction risks,” explains Natalie Keightley, who is responsible for Portfolio Marketing within Avaya’s Customer Experience Management Product Marketing unit. “This requires simultaneously transforming customer engagement strategies to meet expectations while optimizing operational performance.”
How a Unified Contact Center Betters Customer Experience
Below are four ways a Unified Contact Center can drive higher levels of customer experience and engagement:
- Improved Operational Performance: You can unify multiple functions into a single process by integrating your contact center and workforce optimization, which will help improve operational performance, lower total cost of ownership, and improve ROI (return on investment), amongst other benefits.
- Enhanced Contact Center Experience: A unified contact center can help improve first contact resolution and customer satisfaction, which can lead to higher customer retention, and increased revenues.
- Improved Performance Visibility: A unified contact center can help pinpoint development issues early on, allowing for better coaching and eLearning. All of this means happier agents.
- True Experience Management: By integrating your contact center and workforce optimization you can deliver true experience management at optimum service levels.
“Avaya enables organizations with many of these capabilities by integrating Avaya Aura® Workforce Optimization into the Avaya Customer Experience Management solutions portfolio,” explains Keightley.
An Avaya Connect Partner in Your Area
Avaya works with thousands of Avaya Connect Partners to give you alternative ways to access Avaya solutions through knowledgeable local providers, like Advanced Communication Systems in Baltimore, Maryland. We have experience in every major industry sector and business size, from small businesses to Fortune 500 companies, and can help you select the right phone system for your business.
If you have any questions about a Unified Contact Center, please contact Advanced Communication Systems at 1-800-750-3624 or visit BuyTelephoneSystem.com today! You can also follow Advanced Communication Systems on Facebook, Twitter, LinkedIn, and Google+.