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Before TechCare added the Avaya IR systems, technicians who had resolved problems called an 800 number and pressed 2 to be routed to an agent. The technician provided information, and the agent located and closed the trouble ticket in the service application. Then, the agent sent a fax or email message to the person who initiated the ticket to confirm that the ticket was closed.
With the Avaya IR systems, technicians still call the 800 number when a problem is resolved. Now, they respond to prompts by entering 3 to close a trouble ticket. They then enter the trouble ticket number, hear the number read back, and press the pound sign (#) to confirm. Data is sent to the service application, and the trouble ticket is closed. The technician chooses that either a fax or an email confirming the closing of the trouble ticket be sent automatically. The choice is based on customer preference. TechCare uses Avaya Interaction Center to initiate the fax or email. Avaya Interaction Center uses information in the EDU data base to generate the email or fax. Faxes may be held and sent during less busy periods.
