Engage with your customers in the way they want

AVAYA CONTACT CENTER FOR MIDMARKET

Interact the Way Your Customers Choose

CAN YOUR CUSTOMERS REACH YOU IN THE WAY THEY CHOOSE?

Social

Mobile

ARE YOUR CUSTOMER INTERACTIONS DRIVING YOUR BUSINESS?

CUSTOMER SATISFACTION

LOYALTY

ADVOCACY

LOYALTY

OR ARE YOUR CUSTOMER INTERACTIONS HURTING YOUR BUSINESS?

75% of customers move to another channel when

online customer service fails

25% drop in loyalty among

customers who experience a problem

25% drop in loyalty among

customers who experience a problem

2X customers typically tell twice as many people

about a bad experience with customer service than they do about a

good one

THE ANNUAL COST OF POOR CUSTOMER SERVICE FOR U.S. BUSINESSES IS

$83 BILLION

CUSTOMERS WANT EXPECT FIRST CLASS CUSTOMER SERVICE

77% of customers expect

customer service to be faster

CUSTOMERS EXPECT FASTER CUSTOMER SERVICE

75% of customers expect service to be easier

to obtain

CUSTOMERS EXPECT SIMPLER CUSTOMER SERVICE

75% of customers expect service to be easier

to obtain

more options for obtaining support

CUSTOMERS EXPECT ACCESSIBLE CUSTOMER SERVICE

65% They have to contact a business multiple times

for the same reason

CUSTOMERS GET FRUSTRATED WHEN

62% They wait on hold for a

long period of time

for the same reason

58% A brand delivers

something different than they

promise upfront

long period of time

for the same reason

55% They have to repeat the

same information to multiple CSR’s or across

multiple channels

promise upfront

long period of time

for the same reason

52% Customer service reps,

employees or self-service sites cannot

answer their questions

55% They have to repeat the

same information to multiple CSR’s or across

multiple channels

promise upfront

long period of time

for the same reason

CUSTOMER SERVICE DOESN’T HAVE TO BE HARD

CAN HELP IMPROVE CUSTOMER INTERACTIONS AND MINIMIZE

FRUSTRATIONS

AVAYA CONTACT CENTER SOLUTIONS FOR IP OFFICE

ALLOWS FOR SWIFT, EFFICIENT AND ACCURATE RESPONSES

TO CUSTOMERS

ALLOWS FOR SWIFT, EFFICIENT AND ACCURATE RESPONSES

TO CUSTOMERS

Optimal accessibility - no matter what

channel of interaction customers choose

Skills-based routing to put your customer in touch

with the right agent the first time

Voice and self-service solutions that allow customers to serve

themselves, leading to more satisfied

customers

Complete end-to-end customer service

strategies

Customer prioritization

opportunities that target the right

customers

CREATE EXCEPTIONAL CUSTOMER EXPERIENCES AND

IMPROVE BUSINESS GROWTH WITH

For more information, visit:

http://www.avaya.com/usa/solution/contact-center-for-midmarket/

Engage with your customers in the way they want

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