Businesses with multi-site contact centers can dramatically reduce costs and improve responsiveness to marketplace needs using IP telephony. Today's business realities drive a new multi-site contact center model that is flat, consolidated, and global in nature.

Overview:

The three components of the Avaya Distributed IP Contact Center are Server Consolidation, Resource Pooling, and Advanced Logic. Each adds value in a unique way and contributes to return on investment. Server Consolidation and Resource Pooling offer the compelling benefit of cost reduction. They help drive costs out of a contact center by simplifying the technology infrastructure and reducing the number of resources needed (agents, trunks, IVR ports) to deliver a defined service level. Consolidation and pooling will often provide the hard dollar ROI that businesses require in today's economy. Advanced Logic adds a layer of unique Avaya business logic to the contact center. Although this logic can further increase efficiency, it enables the more compelling benefits of top line revenue growth and increased customer loyalty. Most businesses however consider the contribution of these improvements as soft dollars towards an ROI.

The optimization logic of the Distributed IP Contact Center yields many benefits:
Lowering customer-servicing costs: "Just in time" work allocation increases agent occupancy and recaptures idle time resulting in lower staffing requirements. Supervisors spend more time mentoring and coaching agents, instead of reacting to work-resource imbalances and there is a reduction in both over servicing and under servicing. In one application for a large wireless service provider, the efficiency gains translated into a 9% agent reduction.
Increase top line revenue growth: An expert execution of match rate connects top tier customers with the highest skilled sales associates. Agents most adept at customer retention connect with the most at-risk customers, and reducing the churn rate drives profitability by reducing new customer acquisition costs. For a specialty retailer, the increase in match rate between best customer and best skilled agent resources resulted in an average order size increase of 35%.
Enhance customer loyalty: Consistently delivers positive experiences through lower wait times. The connection to the right resource the first time enables execution of a common branded experience regardless of where the call gets answered. For a large vehicle maintenance organization, this resulted in a 61% improvement in average speed of answer and a decrease in caller abandons of 53%.
Server Consolidation - reduced application infrastructure complexity yields application acquisition cost reductions of 30-35% and ongoing maintenance / support cost savings of 12-15%.
Resource Pooling - efficiency increases in the range of 3-8% by aggregating resources across the enterprise.
Advanced Logic - combines precision based advanced work allocation with intelligent routing to deliver 3-5% operational savings, while delivering a more highly effective level of service.

Business Benefits:

• Optimize use of agents across all locations.
• Enhance customer loyalty through skilled based routing and better overall management of call volumes and agent availability.
• Enhance customer loyalty by consistently delivering positive experiences through lower wait times.
• Lowering customer-servicing costs.
• Increase top line revenue growth.