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Contact center solution

IP office contact center solution

Improve customer experience and contact center agent efficiency by adding powerful, affordable, multichannel functionality for voice, email, web chat, SMS, and fax to your contact center. Turn a cost center into a profit center by using agent
downtime to automatically initiate outbound upsell calling campaigns. Whether you choose a cloud or
on-premise model, we offer complete contact center solutions that grow with you.

Avaya IP office contact center

Avaya IP Office Contact Center is a true end-to-end solution for businesses that want to differentiate their services from the competition, achieve better customer segmentation, and increase the value of each customer relationship.

Multichannel interaction

With Avaya IP Office Contact Center, businesses can integrate voice, e-mail, and web chat channels, and proactively manage the entire customer interaction lifecycle. Maximize the value of every interaction by delivering consistent, personalized service.

  • IP based unified voice and video communications
  • Emergency management
  • Video conferencing
  • Mobility solutions for production workers / field sales force / marketing
  • Wireless communication solutions (Radio or other technologies)
  • Channel management (backward and forward supply chain)
  • Social media management
  • IP surveillance and access control enabling process monitoring and security
  • Board room / conference/training room audio-video integration
  • Business command centers and process control rooms

Skills based routing

Strengthen the customer relationship by delivering the right service at the right level, anytime, anywhere through skills-based routing and multichannel capabilities.

The requirements on the WAN side is also high. The application usage during production or other related activities like raw material management or supply chain management are so high that an optimal networking platform to handle the load is a necessity.

SNUG delivers an integrated networking solution combining passive network and active network components. Our ‘discover, design and deploy’ suite of services enables businesses around the world to implement a reliable, powerful, mission-critical, high-bandwidth infrastructure that can support all applications. End-to-end services by deployment of structured cabling solution enables us to provide end-to-end IP infrastructure on which different business applications like Enterprise Resource Planning (ERP) systems or Supply Chain Management (SCM).

Self service solutions

Interactive Voice Response (IVR) provides two key functionalities – Customer prioritization based on your business strategies and allows customers to serve themselves. Using these capabilities contact Improve Customer Satisfaction Reduce operational Cost Improve Agent Productivity Omni Channel Customer Experience centers can reduce employee workloads and costs. With these seamlessly integrating self service applications contact centers can increase first contact resolution of customer inquiries.

The requirements on the WAN side is also high. The application usage during production or other related activities like raw material management or supply chain management are so high that an optimal networking platform to handle the load is a necessity.

SNUG delivers an integrated networking solution combining passive network and active network components. Our ‘discover, design and deploy’ suite of services enables businesses around the world to implement a reliable, powerful, mission-critical, high-bandwidth infrastructure that can support all applications. End-to-end services by deployment of structured cabling solution enables us to provide end-to-end IP infrastructure on which different business applications like Enterprise Resource Planning (ERP) systems or Supply Chain Management (SCM).

Call recording

Now you can record 100% of all the customer interactions for internal training and conflict resolution. You can also listen to and retrieve the call recordings to improve agent performance.

The requirements on the WAN side is also high. The application usage during production or other related activities like raw material management or supply chain management are so high that an optimal networking platform to handle the load is a necessity.

SNUG delivers an integrated networking solution combining passive network and active network components. Our ‘discover, design and deploy’ suite of services enables businesses around the world to implement a reliable, powerful, mission-critical, high-bandwidth infrastructure that can support all applications. End-to-end services by deployment of structured cabling solution enables us to provide end-to-end IP infrastructure on which different business applications like Enterprise Resource Planning (ERP) systems or Supply Chain Management (SCM).

Information reporting & analytics

Avaya IP Office Contact Center Solution provides a complete set of Real-time and Historical reporting statistics which provides an insight into business operations. Using the configurable dashboards you can generate coherent and instructive reports to efficiently manage your agent performance.

The requirements on the WAN side is also high. The application usage during production or other related activities are so high that an optimal networking platform to handle the load

SNUG delivers an integrated networking solution combining passive network and active network components. Our ‘discover, design and deploy’ suite of services enables businesses around the world to implement a reliable, powerful, mission-critical, high-bandwidth infrastructure that can support all applications. End-to-end services by deployment of structured cabling solution enables us to provide end-to-end IP infrastructure on which different business applications like Enterprise Resource Planning (ERP) systems or Supply Chain Management (SCM).