SIP BENEFITS WITHIN THE CONTACT CENTRE TODAY
For new technology like SIP, the important question is "How can this technology improve my business?". The answer for contact centres and call centres alike is that the introduction of SIP and presence for Avaya IP Agent delivers bottom line impacts.
IP Agent with SIP allows agents to take advantage of SIP presence to determine the status of business experts and then to easily connect with them. With integrated instant messaging, agents can communicate with supervisors, peers, and experts while remaining on the call with their customer.
The productivity gains can be immediate. When answers are needed, an agent can contact an expert either within or outside of the contact centre via a choice of communication options. The agent simply checks the availability of experts for phone consultation or instant messaging and contacts the expert using either method. This capability allows enterprise knowledge workers to become on-demand experts whose availability can be determined in real time and then easily located and contacted.
Increasingly, a measure that is used to assess contact centre efficiency and customer satisfaction is the number of first call resolutions. Integrated SIP and presence help raise this number because experts are now just a mouse click away. Agents don't have to transfer customers to another agent, forcing the caller to recap their question or problem. Talk times are often reduced since the agent doesn’t have to take time to hunt for experts. Overall call volumes can be lowered when customers get their answer on the first try and don’t have to call back. The contact centre is more efficient, and customers are happier.
Yet this introduction of IM and presence into agent tools is only the first step in exploiting the potential of SIP for the contact centre of the future.
Source www.avaya.com
