Multi-Channel Contact Centresmanaging customer contact across multiple channels
Many companies have now recognised that customers communicate using a combination of phone, fax, SMS, email and web requests and that they demand the same level of customer service regardless of which media they use to make the request.
The Adaptive Contact Centre solution perfectly compliments the Avaya IP Office CCR by adding multi-media capability to it. With the Avaya CCR and Adaptive applications you can create a truly unified solution that provides multi-channel communication.
Adaptive Messaging does for email and SMS messages what an Automatic Call Distributor (ACD) does for calls in a call centre - it routes, queues and automatically presents messages to the next available user with the correct skills to deal with it. Adaptive Messaging is ideal in call centres and any environment where multiple users are servicing communal email accounts, for example: email@example.com.
Adaptive Messaging supports an unlimited number of email addresses and up to eight GSM Modems.
Adaptive Messaging includes an extensive message rules system that can automatically "read and reply" to messages. Replies can be context sensitive and can include information collected from SQL databases.
Adaptive Messaging includes a centralised database of all messages so you can track exactly what happened to a message and see all associated messages. A comprehensive Management Console that provides real-time and historical reports is included.
Adaptive Web Assist
Adaptive Web Assist provides Web Chat and Web Call Back facilities so that visitors to a website can request assistance. Chats and Call-Back requests are queued and routed to the next available person with the skills to deal with the enquiry.
Adaptive Web Assist includes a centralised database of all requests with associated user actions and a comprehensive Management Console provides real-time and historical reporting.
Adaptive Contact Centre Bundles
All of the Adaptive modules described on this website work together to provide a fully integrated multi-channel inbound and outbound contact centre. There are various bundles available that suit the needs of type of a Contact Centre including bundles for Outbound Call Centres, SMB Contact Centres and Enterprise Contact Centres.