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提升客服效率 Avaya多媒体方案现身电商
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&&&&Avaya今天宣布，网上商城1号店采用了Avaya多媒体联络中心方案，打造一流的客户体验，并为7月份公司成立5周年系列促销活动提供了强有力的支持。
&&&&成立于2008年的1号店业务发展迅速，注册用户达到四千万，2011年底的销售额达到27.2亿元人民币。在竞争异常激烈的电商领域，客户服务可以为企业带来至关重要的差异化优势。为此，1号店采用领先的 Avaya Aura&架构，于今年建立起拥有450个座席的新的客服中心。
传统文化传统文化传统文化Avaya提升移動一族自助服務體驗
新版Avaya Aura® Experience Portal與Avaya Breeze™集成，為移動和Web應用引入通信功能，實現豐富、無縫的數位化全管道體驗
北京，2016年6——移動設備正在成為多數人的主要上網工具1 ，然而很多人卻發現，通過移動應用獲得的客戶服務體驗差距很大2 。為了解決此問題，提供差異化全管道數位化客戶服務，Avaya近日宣佈推出新版Customer Engagement解決方案——Avaya Aura Experience ortal（7.1）。在為客戶提供服務的整個過程中，新版產品在可視移動自助服務應用與聯絡中心客服代表或專家之間建立無縫連接，按需提供服務，由此重新定義移動客戶服務體驗。
Avaya提供全面的移動自助服務，為客戶帶來以下優勢：
• 提高客戶滿意度和忠誠度：所謂移動，就是便利、快速服務和更高的首問解決率，這無疑會提高客戶滿意度。
• 提高品牌認知度：及早採用移動服務功能的企業將在眾多競爭者中脫穎而出，在客戶口碑和社交媒體的推動下，品牌認知度會得到提升。
• 改善運維： 1，減少進入聯絡中心的資訊流量，因為更多日常服務需求可通過移動自助服務滿足；2，通過將更豐富的背景資訊納入聯絡中心，可以更準確地選擇客服代表或專家，可減少互動時間。
• 降低開發和支援服務成本：跨多種管道在單一環境中管理客戶體驗將可簡化管理和支援服務，並降低成本。
“Avaya Aura® Experience Portal 7.1將Customer Engagement提高到全新水準。我們對這款新產品與Avaya Breeze應用開發平臺的集成進行了測試，結果表明這是一個強大的全管道系統，能夠無縫地在語音、短資訊和電子郵件管道之間傳遞資訊。企業現在可以方便地納入移動和桌面技術，為客戶提供智慧化、便利和真正全面的通信體驗。”
——Interactive Northwest公司副總裁兼總經理Danette Craig
“提供全管道模式的Customer Engagement，尤其是通過移動設備，意味著為客戶帶來更多便利。Avaya Breeze與Avaya Experience Portal相結合可提供很多優勢，方便移動自助服務的開發。”
——Frost & Sullivan公司客戶聯絡首席分析師Nancy Jamison
“通過採用新版Avaya Experience Portal和Orchestration Designer，我們兌現了提供全管道體驗的承諾，而不僅是‘可視IVR’。通過集成Avaya Breeze，我們跨移動、短資訊和語音管道提供完整的客戶服務，可以隨時隨地與客戶互動。”
——Swampfox Technologies公司產品與市場副總裁Tom Hanson
“消費者對服務的期望越來越高。他們希望購物的時候隨時能下單，有問題隨時就能解決。能夠通過任何移動設備和通信管道服務客戶，是全管道客戶服務戰略的核心要素，而且移動應用對自助服務和品牌認知有促進作用，這是已經證明的事實。移動自助服務要取得成功，必須考慮消費者可能需要額外説明，還要提供連續、一致的使用者體驗，將自主服務與聯絡中心的資源聯接起來。Avaya的Customer Engagement應用能夠滿足這些要求。”
——Avaya公司Customer Engagement高級總監Karen Hardy
Avaya Aura Experience Portal概述
相關新聞：泰國領先金融公司用Avaya解決方案徹底改變移動人群的銀行服務體驗
Avaya是企業及客戶Engagement解決方案的領先供應商，致力於通過多種管道及設備改善客戶體驗、提高效率和提升企業業績。Avaya擁有世界領先的聯絡中心及統一通信技術和服務，並能提供多種靈活的部署方式，方便與其他應用無縫集成。
Avaya Engagement Environment使協力廠商能夠開發及定制企業應用，增強其競爭優勢。Avaya矩陣網路解決方案有助於簡化和加速企業關鍵應用及服務的部署。如需更多資訊，請訪問：
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