Avaya Intelligent Customer Routing lets businesses capitalize on the next competitive differentiator: the Customer Service Experience. Avaya has unified self- and assisted- service into a single solution that dynamically manages available media and IT resources. Avaya Intelligent Customer Routing enables high-touch, high value service from start to finish.
Customers are greeted intelligently based on business insights stored in corporate IT systems. While customers are waiting for live agents, Intelligent Customer Routing can present personalized up-sell or cross-sell messages, call-back options, and even opt-in services to proactively notify customers of transaction status—for example, billing and appointment reminders.