Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than one million businesses worldwide, including nearly 90 percent of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact Centres and Communications-Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large.

Our unique combination of communications applications, software and services help companies simplify complex communications and work with existing technologies from other vendors, enabling customers to unlock value and potential from their network. And by embedding communications into the very business processes of an enterprise, we help to improve the way organisations work - making people more productive, processes more intelligent and customers more satisfied.

Drawing on a rich heritage of enterprise telephony and mastery of IP-based technologies, we help customers to grow revenue, lower risk, reduce costs and achieve superior business results.

As a leader in IP telephony, we help customers to realize business value and create competitive advantage by driving the integration of communications and business applications across any network and device.

Avaya Global Services has approximately 8,500 services experts worldwide, 27 network operations and technical support centers, and unique patented design and management tools.

Avaya consistently is recognized as a global leader by industry and technology experts and has achieved worldwide leadership positions in the following:

• No. 1 in Worldwide Enterprise Telephony
• No. 1 in Worldwide IP Telephony
• No. 1 in IP Telephony in Europe, Middle East and Africa
• No. 1 in Contact Centers Agents Worldwide, 2006
• No. 1 in U.S. CPE Maintenance Services

For further information please visit www.avaya.co.uk

Avaya Contact Details:

Address: Avaya House
Cathedral Hill
Guildford
Surrey
GU2 7YL

Phone: 0800 389 6059
Email: ukmarketing@avaya.com
Website: www.avaya.co.uk

Content

Avaya Contact Centre Insights www.avaya.com/cci

This new online community is designed to help you be the best in customer service. See how the concept of the contact centre is evolving, chat with peers about the latest game-changing technology and more. Here’s what’s online now:

• Podcasts – ‘Celebrate your customers’, hear how ‘Home Agents make it Happen’ and discover ‘Best Practices for Home Agents’.
• View highlights of our interview with Fred Reichard, best selling author of The Ultimate Question and creator of the Net Promoter® Score.*
• Exchange thoughts on the ever-changing state of the contact centre to keep up with what’s new and what’s next.

Case Studies

Avaya to ‘perform’ at the Royal Albert Hall
One of the world’s most famous entertainment venues chooses IP Telephony solution for improved customer service
http://www.avaya.co.uk/gcm/emea/en-us/corporate/pressroom/pressreleases/...

Avaya Contact Centre Solutions Help DVLA to Achieve Over 91% Customer Satisfaction

Avaya Contact Centre solutions - including Communication Manager Telephony software with Automatic Call Distribution, Avaya Call Management System and Avaya Interactive Voice Response which allows motorists to renew their vehicle tax without needing to speak to an agent - are enabling the DVLA to improve the speed, efficiency and quality of the service it provides to around 25 million callers per annum.
Read more...

Downloads

Essential Managers Extraordinary Customer Service

Essential Managers Extraordinary Customer Service explores the contact centre as a strategic element of the enterprise, where differentiated services can be created and leveraged to provide a superior customer experience, building brand loyalty and increasing profits. The guide is packed with information on best practices, trends, and innovations that can help to empower your people and transform your business. Click here to download.

IP-enabled Contact Centres: Reducing Costs, Improving the Customer Experience

This paper explores how Internet Protocol (IP) is enabling organisations to improve customer service, while at the same time reducing costs, by consolidating multiple physical contact centre locations - anywhere in the world - into one seamlessly integrated IP network that shares all supporting infrastructure and systems. Read more...