Call Center Solutions | Contact Center Solutions | SPS

Overview

SPS is a world-class implementer of contact center solutions.

We help customers define their roadmap and implement the right contact center solution based on their evolving needs. From small, reliable solutions to very large survivable, GEO redundant, mission-critical contact centers - SPS has you covered.

Whether you are a small business or very large enterprise, SPS will partner with you to develop the right customer interaction solution for your needs.

The value of any interaction is defined by its context.

Contact Centers enable customer communication through a number of vehicles, including phone calls, email and online communication. Contact Centers allow customers to decide how they want to communicate with your company. With strategic solutions from SPS, your business can be positioned to respond appropriately.

Avaya’s Customer Service Solutions Evolution

• Standards-based (SIP, SOA)
• Massive scale, renowned reliability
• Flexible and extensible
• Multi-modal customer service
  • Voice
  • Video self-service
  • Video call center
  • Email, SMS, IM
  • Social networking / Web 2.0
  • Online collaboration
• Interactive (assisted) services
• Automated (proactive) services
• Business Analytics

Drivers

• Provide a solid technology infrastructure to support your business and build applications.
• Enhance customer applications to leverage customer data and facilitate up-sell and cross-sell efforts.
• Reduce wait times and route customers to properly skilled agents.
• Improve quality assurance and customer satisfaction.
• Improve contact center administration and management.
• Increase self-service capabilities by provide method for callers to select from automated prompts to help themselves.
• Achieve efficient and equitable distribution of calls.
• Provide agents with immediate access to caller information.
• Streamline outbound calling.
• Increase customer self-service capabilities.
• Support a geographically dispersed agent workforce.

Context Based Customer Service

Changing the Way We Think

Avaya’s Next Generation Context Center is open, scalable and multimedia enabled to ensure customers get through to you effectively.