Customer Engagement Solutions as Part of Overall Mobility Strategy

The overall mobility strategy does not only include employee engagement but also customer engagement. The rampant existence of mobile phones will inevitably lead to customers wanting to use these devices to call contact centers. And this is enough proof why customer engagement solutions is a necessary part of the overall mobility strategy. Visit our store for excellent Avaya products you can use for your own mobility strategy.

With a customer engagement solutions as part of the strategy, enterprises will have to take into account mobile-focused engagement, which can be accomplished through Avaya Customer Connections Mobile. The main objective of this solutions is to help customers be able to access their specific contact centers’ through a mobile application installed on their smartphones.

The Avaya Customer Connections Mobile is the enterprise’s application which could be installed to customers’ smartphones. Through the integrated application, customers will be allowed to communicate to the contact centers’ agents or through IVR. The same way that the application will be integrated with the customers’ smartphones, it will also be integrated to the contact centers’ systems.

This application will not only benefit the customers since they will have easier time connecting to their contact centers, but also to the different contact centers themselves since this will be a great avenue to maximize the talents of their best agents and at the same train agents in customer engagement.

In general, this solutions will appeal greatly to the increasing number of customers preferring mobile devices than home phones. Other advantages of using this solutions include:

1. Increase in the efficiency of agents, which is evident with the increase of first-call resolutions because of the use of rich context
2. Improved customer experience along with the improvement of customer engagement, through the combination of visual and voice experience because of the mobile devices
3. In the economical aspect, leverage existing investments of the contact centers

The existence of the customer engagement solutions benefits both customers and contact centers’ agents.

The application will provide customers with dynamic menus capable of accessing important information and details, which are most useful for their inquiries. If those information will not be enough, the application will also allow them to speak to live agents who will provide them further information on their inquiry. In case an agent is not available to take their calls, they will be provided with an estimated waiting time so that they will have the choice to wait until that provided time or drop the call. An immediate return call is also present in case an agent becomes available. If the customer is busy, there is also an option to schedule the return call for another more convenient time for them. This reduces the hold time which is technically unnecessary and a waste of time.

The contact centers’ agents will greatly benefit from this application by increasing their efficiency and quality of customer interaction. Not only will this lead to customer and agent satisfaction, but also strengthen customer’s loyalty and relationship with the agents. How can this be possible? With this application, agents become more informed because of the seamless rich context like the images and geolocation. This results to minimized information that agents would have to ask customers to repeat for them. In addition to this, notwithstanding the date of the conversion, agents will have an access to the customers’ previous self-service session using the application.

With all the features and benefits, customer engagement solutions may just be the key to the entire mobility strategy. And when it comes to mobility, Avaya One-x is one of the best productrs to try. Know more about it here.