Avaya IR system example

This example shows you how an Avaya IR system can be set up to meet business requirements. You review information on a sample Avaya IR installation and related operations. Throughout the tour, you may link to detailed information on hardware, functions, and features.

As you complete the tour, keep in mind that an Avaya IR system can be configured in a multitude of ways. Business requirements determine the number of channels and their use, selected features, and the method of developing voice response applications, among other options. Whatever the configuration, an Avaya IR system automates many functions typically handled by agents and operators. The results are:

• Significant cost reduction
• Efficient use of agents
• Self-service options for callers

The fictional company described in the tour, TechCare, is based on the Avaya IR system features and on experience with Avaya IVR customers. TechCare handles customer service calls and orders for a major computer manufacturer and for other clients. They have two service centers, one in Bismark, North Dakota, and one in Des Moines, Iowa. TechCare plans to add a third center next year in Erie, Pennsylvania.

TechCare was using an Auto Attendant feature in their voice messaging system to provide callers with basic options related to trouble tickets. For instance, callers could press 1 to open a trouble ticket, 2 to find out about the status of a trouble ticket, and so forth. Based on caller responses, the MultiVantage (DEFINITY) system routed calls to agent splits.

TechCare already provided customers with access to information about trouble tickets through their website. However, customers whose systems were down, or who simply preferred phone contact, called the agents. TechCare had these goals for improving operations:

• Focus agents on helping customers with problems, rather than looking up information and reading it to them over the phone
• Provide self-service options for customers using the phone as well as for those using the website
• Handle the same volume of calls at a lower cost
• Serve callers at a level appropriate to their value to TechCare's client company

TechCare had considered IVR in the past but not made a purchase because of concerns that:

• They would not be able to provide quality service to callers
• System administration would be too time-consuming
• Application development would be too costly

TechCare was pleased with their MultiVantage system, and liked the completeness of Avaya's call center portfolio. They were particularly interested in combining an Avaya IR system and Avaya Interaction Center. With speech recognition, they felt that flexible and personalized call handling was possible.

The Avaya IR system, along with Interaction Center, enabled TechCare to:

• Maintain quality customer service
• Use current IT staff for system administration
• Develop applications that motivated 30% of callers to use self-service options
• Implement a solution that will continue to grow to meet their needs

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