Avaya One Touch Video Fact Sheet by VOXNS


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Avaya One Touch Video enables voice & video collaboration between agents, experts or other enterprise employees & end users outside of the enterprise who have access to any Internet-connected device with a browser such as a PC, a tablet, or smartphone.

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Avaya One Touch Video Fact Sheet by VOXNS

  1. 1. Avaya One Touch VideosolutionA video and collaboration solution forenterprise, remote, Internet-based andmobile users.With technology creating greater opportunities forcollaboration, the possibilities to improve meetingefficiency, enable on-demand face-to-face meetings andoffer remote customer service are changing at a rapid pace.It’s no longer enough to interact by voice, chat or e-mailalone — for either enterprise users or between customersand anyone in your enterprise. Live voice and videoenables the ability to interact face-to-face via the Web,providing an efficient way to meet — and surpass — customer expectations.Better communication for Customer Service representatives. A call can also be easily routed toInternet and mobile users Customer Service, where agentsAvaya One Touch Video enables and experts are equipped with thepersonal voice, video and collaboration context needed to help.sessions between your company andyour customers that have access to Context might include recent customeran Internet-connected PC, tablet or navigation on your Web site, in-processmobile device. transactions, previous contacts and/or self-service attempts. This informationIndividuals can interact with you or proves invaluable in saving time andanyone in your enterprise by simply avoiding the frustration of retracingselecting a link from your Web page, recent steps. It also improves theor even from an e-mail. Suitable for productivity of your staff, and providesenvironments where experts are insight for cross-selling or upsellinglocated at another site, Avaya One opportunities to further satisfyTouch Video can provide face-to-face customer needs.connection between customers ata branch or storefront kiosk with avaya.com | 1
  2. 2. Benefits Client-friendly Face-to-face engagement Since Avaya One Touch Video is a browser-based application, customer When you send an e-mail inviting interaction is simple and fast. Your someone to call you via Avaya One customers just click a link in an e-mail Touch Video, that person can call or on your Web site, and they are your personal desktop video device, connected automatically. a room conferencing unit or even a videoconferencing bridge with the click of a button. And when Personal assurance customers visit your Web site, video For peace of mind, you can conduct customer service is just a click away. a pre-session testing of a user’s microphone and camera. The Cost savings while collaborating customer can even see a display of audio controls, call and disconnect With Avaya One Touch Video, the buttons, and user statistics. time and money spent traveling to a meeting or customer site can be eliminated with simple click-to-video capability. The customer or associate Additional customer simply selects a link from your Web service benefits site, or one sent directly to them Interact one-on-one from in an e-mail, and a video session is your Web site established. This convenience can Agents are available for one- or two- speed decision making in closing way voice or video conversation, text sales (increasing revenue) or chat, or to share desktop content, solving customer issues (increasing still images, videos and other customer satisfaction). You and your applications. A separate content customers will realize cost savings sharing window and a text chat by eliminating Public Switched window are available to enhance Telephone Network (PSTN) charges the collaboration session. through this all-Internet-based communications solution. Better customer correspondence Enhanced reputation Agents and experts receive both external and internal context, such By offering new ways to respond as Web pages visited, self-service quickly and easily, your organization attempts and previous contact can develop a positive reputation history. Context improves knowledge for relationship building and of the customer, creates higher customer service. loyalty and reduces the time it takes to assist the customer.2 | avaya.com
  3. 3. Continuous context video call, where it is routed to an Learn more agent or expert. At any time duringIf an agent needs to transfer a call, To learn more about the Avaya the call, the customer can receiveall video, audio, document sharing One Touch Video solution, contact self-help still pictures, Flash contentand text chat controls are also your Avaya Account Manager or or prerecorded video content, eventransferred to that next agent. Authorized Partner or visit us at while waiting in queue.When conducting three-way www.avaya.com/innovations andconferencing, the primary agent www.avaya.com/video.retains control, and only audio Broad range of industry usesis shared between members of Avaya One Touch Video has a widethe session. number of potential applications, spanning multiple industries.Lower cost of investment Imagine how Avaya One Touch Video could change the way youAdding video collaboration capability conduct business.to your contact center can reduceyour upfront investment since you Enterprises — Collaborate withcan leverage skills and routing customers, vendors and suppliersinfrastructure that are already in outside of your networkplace. Additional savings can berealized with ongoing managementand administration. Healthcare — Conduct a remote patient consultationImproved quality control incustomer engagements Help Desk — Enable a customer to see exactly what you’re describingBy routing Web-based customer with relevant video demonstrationsengagements through yourstandardized and centralized Pharmaceutical — Providecontact center, you can deliver on-demand live support frommultimodal, reliable messaging and drug representatives to doctorsservice while leveraging existingcontact center resources for staffing, Financial — Conduct bankingreporting, workforce management transactions online, or provideand quality assurance to provide a specialty services directly toconsistent customer experience. a branchCall routing Retail — Provide specializedWhen a customer initiates a session, in-store service from your expertthe request is sent to the Avaya Aura staff or directly from a partner orContact Center or Contact Center product manufacturerElite for Avaya Aura CommunicationsManager as an incoming SessionInitiation Protocol (SIP) voice and avaya.com | 3
  4. 4. About AvayaAvaya is a globalprovider of businesscollaboration andcommunicationssolutions, providingunified communications,contact centers, datasolutions and relatedservices to companiesof all sizes aroundthe world. For moreinformation, please visitwww.avaya.com. © 2011 Avaya Inc. All rights reserved. Unless otherwise noted, all trademarks identified by the ®, TM or SM are registered trademarks, trademarks or service marks, respectively, of Avaya Inc. 11/12 • GCC48254 | avaya.com