What stands in the way of your success today? What things could you do in your business right now that would really make a difference to? If you are like most businesses, your answer to these questions goes something like: “We have the ideas, the systems and the people. What we need is a better way to pull them all together to get things done.” Well, now you have a way to do just that — Avaya Breeze. Very simply, Avaya Breeze gives you the tools you need to engage the right resource in the right place at the right time. With Avaya Breeze you can quickly assemble a team to respond to a critical customer request or emergency and send information to a select group of customers in the way they prefer. It allows you to monitor the exact words spoken on service calls for compliance purposes or to identify possible solutions? Get it done. Add communications capabilities to business processes that involve multiple decision makers (e.g., contract approvals, application processing, performance reviews).
Engage people and customers with communications and collaboration that’s customized, personal and tailored to specific organizations, teams, devices, mediums and more. Conference call activation — use voice activation from you mobile device to select the right conference call to join from among multiple meetings. Enhance customer communications — simplify and personalize customer communications by adapting the caller ID from-address, the outreach medium (voice, email or SMS [text]) and reply back options. Executive callback — give executives a visual indication if a called party is on the phone. If the called party is away, a callback is initiated when they next use their phone. Keep everyone in the loop — set up need-to-know broadcast lists based on the recipients, the information being distributed (e.g., financial reports, news of big orders, incidents, scheduling) and personal preferences. Missed call/text alert — enable employees (sales reps, managers, etc.) to set automatic alerts and actions if a call is missed or a text is not responded to.
Personalize Customer Experience
Add live assistance to self-service — add “click-to-contact” options to outbound notifications to give customers access to contextual assistance and expertise. Click-to-contact on websites — reduce abandon rates/Increase retention of customers during browsing/shopping by providing easy click-to-call access. Customer — specific service directory — give registered customers an online directory of all the unique points of contact. Personalize outbound calls — control the number seen by the person being called — showing local numbers based on the location of a customer makes service more personal and increases the chances of making a connection. Prioritize high-value customers — use incoming calling line identification to route and customize the service provided to high-value customers/customers with deals in progress. Establish rules for escalating incident notification to people/teams based on work schedules, response/no response, skills and chain of command. Response App — provide a mobile app that enables team members/responders to share data, video, etc., as it is captured.
Avaya Breeze provides the tools to enhance efficiency and top-line performance in any contact center. Block malicious callers — host a malicious/nuisance callers list to intercept or block nuisance calls in real-time, and enable agents to update nuisance call lists. Enhance customer engagement with speech monitoring — the speech monitoring capability offers numerous ways to enhance customer engagement. Handling repeat callers — track and identify repeat callers to provide better customer experience. Seamless transfer — make it easy for confidential calls that come in on one device (e.g., a public conference room speakerphone) to be automatically transferred to a private device. Team Formation — assemble teams from across locations based on project, task, event, time of day, schedule, skills/responsibilities of individuals and personal preferences for email, voice or SMS (text). Integrate click-to-call or video chat directly within your web pages or mobile apps.