Streamlined business operations
With the Avaya IR systems:
- Calls from the public switched network still go to the MultiVantage systems, which forward them to the Avaya IR systems via a LAN connection.
- The Avaya IR systems provide callers with information and options. Based on caller response, they provide information from the trouble ticket database, or return the call to the MultiVantage for routing to agents or the voice messaging system. Generally, agents handle only those calls that require personal interaction.
- If the call is routed to an agent, information about the customer and the problem is sent to the agent's desktop by Avaya Interaction Center, which acts on information provided by the Avaya IR system.
- If a technician is calling to close a trouble ticket, the Avaya IR system sends information on ticket status to the trouble ticket application. Agents are no longer involved in closing trouble tickets.
