Avaya has introduced two new customer service applications which they say enable customers to get the information they need, when they need it, to drive dramatic improvement in customer service and revenues for enterprises.
Avaya is providing IP telephony software to power a unique “find the expert” feature from the new Motorola CA50 VoIP-enabled wireless scanner, which quickly helps find the best suited sales associate on the store floor when the customer is making a buying decision. It is the first such solution available in the retail industry.
Avaya is also announcing a video customer service solution that offers live, high-definition, two-way video communication for in-store customers.
Avaya Specialist Connect for Retailers uses intelligence built into Avaya Communication Manager IP telephony software to quickly locate specialists who are ready and willing to help customers. Equipped with Motorola’s CA50, a VoIP-enabled wireless scanner that is small and light enough to wear on a lanyard, any store associate can now use the Avaya Specialist Connect capability to summon help through a simple directory look-up, or automatically by pressing a button after scanning a bar code.
The company says the solution is ideal for the retail environment, where store associates need bar code scanning combined with voice communications. The CA50 is compatible with Avaya’s market-leading IP telephony software platform, Avaya Communication Manager, to deliver an “all in one,” industry-specific communications application for the retail, health care and hospitality industries in a single, low cost device.
Avaya also is introducing Avaya Video Assistance for Retailers, which features the ability to do standard or high-definition, two-way video communication for in-store customers. Available worldwide, the solution combines Avaya IP telephony and contact centre software with award-winning video collaboration capabilities from Polycom. Avaya call routing capabilities ensure that customer calls are sent to the right agent, while the two-way video provides sharp, clear images in full motion video enables clear, natural conversations.
Video Assistance provides a means for retailers to extend their sales and technical resources to customers without the need to fully staff every location. No longer will customers leave the store without the item or the service they came in to purchase because staff was not available or did not have the right expertise to help the customer. Using Avaya’s video kiosk solution, customers get a satisfying, personalized experience, whether or not sales or technical support staff is available.
For example, from the sales floor, customers can easily link to an expert for a firsthand description of product features or a demonstration of how a product works. A bank branch could use a kiosk to provide a personalized response to questions concerning particular investment offers or loans.
As a result, customers can complete their transactions in the store, reducing the possibility of losing the sale – or losing the customer to a competitor.
“By integrating Avaya’s intelligent communications software into solutions from Motorola and Polycom, Avaya is able to help stores and other consumer-intensive enterprises solve their real-world business challenges,” said Marissa Russotto, director, Industry Solutions Group, Avaya. “Controlling costs and providing a high level of service to customers is one key to a retailer’s success. With these new solutions, customers can now be cared for more efficiently by leveraging experts from the entire business, not just the local in-store associates. And in-store associates are made more effective with information at their fingertips, enabling them to deliver the right information the first time customers ask for it.”