Engage with your customers in the way they want

AVAYA CONTACT CENTER
FOR MIDMARKET
Interact the Way Your Customers Choose
2015 Avaya Inc. All rights reserved.

Phone
CAN YOUR CUSTOMERS REACH YOU
IN THE WAY THEY CHOOSE?

Email
Phone

Chat
Email
Phone

SMS
Chat
Email
Phone

Video
Social
Mobile
SMS
Chat
Email
Phone

SALES
ARE YOUR CUSTOMER INTERACTIONS
DRIVING YOUR BUSINESS?

CUSTOMER
SATISFACTION
SALES

LOYALTY
CUSTOMER
SATISFACTION
SALES

ADVOCACY
LOYALTY
CUSTOMER
SATISFACTION
SALES

OR ARE YOUR CUSTOMER INTERACTIONS
HURTING YOUR BUSINESS?
75%
of customers move to
another channel when
online customer
service fails

75%
online customer
service fails
25%
drop in loyalty among
customers who
experience a problem

75%
online customer
service fails
25%
drop in loyalty among
customers who
experience a problem
2X
customers typically tell
twice as many people
about a bad experience
with customer service
than they do about a
good one

THE ANNUAL COST OF POOR CUSTOMER SERVICE
FOR U.S. BUSINESSES IS
$83 BILLION

CUSTOMERS WANT EXPECT
FIRST CLASS CUSTOMER SERVICE

77%
of customers expect
customer service
to be faster
CUSTOMERS EXPECT
FASTER CUSTOMER SERVICE

77%
of customers expect
customer service
to be faster
75%
of customers expect
service to be easier
to obtain
CUSTOMERS EXPECT
SIMPLER CUSTOMER SERVICE

77%
of customers expect
customer service
to be faster
75%
of customers expect
service to be easier
to obtain
60%
of customers expect
more options for
obtaining support
CUSTOMERS EXPECT
ACCESSIBLE CUSTOMER SERVICE

65%
They have to contact a
business multiple times
for the same reason
CUSTOMERS GET
FRUSTRATED WHEN

62%
They wait on hold for a
long period of time
CUSTOMERS GET
FRUSTRATED WHEN
65%
for the same reason

58%
A brand delivers
something
diﬀerent than they
promise upfront
62%
long period of time
CUSTOMERS GET
FRUSTRATED WHEN
65%
for the same reason

55%
They have to repeat the
same information to
multiple CSR’s or across
multiple channels
58%
A brand delivers
something
promise upfront
62%
long period of time
CUSTOMERS GET
FRUSTRATED WHEN
65%
for the same reason

52%
Customer service reps,
employees or self-
service sites cannot
answer their questions
55%
They have to repeat the
same information to
multiple CSR’s or across
multiple channels
58%
A brand delivers
something
promise upfront
62%
long period of time
CUSTOMERS GET
FRUSTRATED WHEN
65%
for the same reason

CUSTOMER SERVICE
DOESN’T HAVE TO BE HARD

CAN HELP IMPROVE CUSTOMER
INTERACTIONS AND MINIMIZE
FRUSTRATIONS
AVAYA CONTACT CENTER SOLUTIONS
FOR IP OFFICE

ALLOWS FOR SWIFT, EFFICIENT
AND ACCURATE RESPONSES
TO CUSTOMERS
FOR IP OFFICE

ALLOWS FOR SWIFT, EFFICIENT
AND ACCURATE RESPONSES
TO CUSTOMERS
FOR IP OFFICE
Optimal accessibility -
no matter what
channel of interaction
customers choose
Skills-based
routing to put your
customer in touch
with the right
agent the ﬁrst time
Voice and self-service
solutions that allow
customers to serve
themselves, leading to
more satisﬁed
customers
Complete end-to-end
customer service
strategies
Customer
prioritization
opportunities that
target the right
customers

CREATE EXCEPTIONAL
CUSTOMER EXPERIENCES AND
IMPROVE BUSINESS GROWTH WITH
FOR IP OFFICE

For more information, visit:
http://www.avaya.com/usa/solution/
contact-center-for-midmarket/

Engage with your customers in the way they want

Recommended

Recommended

More Related Content

What's hot

What's hot (20)

Similar to Engage with your customers in the way they want

Similar to Engage with your customers in the way they want (20)

More from Avaya Inc.

More from Avaya Inc. (20)

Recently uploaded

Recently uploaded (20)

Engage with your customers in the way they want