Checking trouble tickets
Before TechCare added the Avaya IR systems, customers called an 800 number and pressed 2 to check trouble ticket status. The call was routed to an agent, who looked up the trouble ticket on a service management application, provided the customer with an update, and escalated the problem, if necessary.
With the Avaya IR systems, customers still call the 800 number and press 2 to check trouble ticket status. Then, the voice response application drives the interactions:
- Recorded speech prompts callers to provide their trouble ticket numbers, which the application uses to retrieve status information from a data base. Status information is provided by the Proxy Text to Speech (PTTS) feature. For instance, the caller may hear that a replacement part was shipped, and will arrive in two days.
- If the Avaya IR system receives information from the Interaction Center EDU data base indicating that service time lines are at risk, or if the ticket is closed but the customer has further questions, the call is routed to an agent. When the agent takes the call, information on the customer account from the common EDU data base is displayed through Avaya Interaction Center.
