Charter Steel Manufacturing成功案例

在美国中西部设有分支机构的Charter Munufacturing正在安装Avaya企业分支机构连接解决方案，以无缝连接其多地点企业内的1,000名员工。

The Promise of Call Recording in IP and Mixed Telephony Environments Contact Centers Unified Communication Services IP Telephony.

Now enormous amounts of valuable customer information can easily be captured and accessed by the right people in your organization, helping you to improve the service you offer to your customers while improving operational efficiency and business effectiveness.

The Problem
Today’s businesses collect and manage vast amounts of information from customers, suppliers or other third parties at every touch point. Many of these interactions occur through the contact center or in a pure business environment.
These interactions include enormous amounts of valuable information and insight that, if made easily available to the right people in your business, may dramatically improve the service that you offer to your customers.
The convergence of voice and data infrastructure is changing the landscape of today’s telecommunica¬tions infrastructure, including how calls are recorded. Voice over Internet Protocol (VOIP) is enabling smaller businesses to access application functionality previously afforded only by large organizations – resulting in improved operational efficiency and improved business effectiveness.Witness ContactStore for Communication Manager

The Solution
Analyzing communications is more important than ever. Acquiring a better understanding of your customers and the interactions with them can help you make more insightful decisions and gain a competitive advantage. As part of the robust Avaya Operational Effectiveness portfolio in the Customer Interaction Suite, Avaya offers Witness ContactStore to bring the benefits of con¬tact recording and analysis to potentially everyone who uses a telephone. It allows you to acquire more value from telephone contacts by immedi¬ately recording and storing calls. The right people throughout your company can then review and act upon this pool of captured customer intelligence to help serve customers more thoroughly.
Witness ContactStore’s software-based recording solution can cost-effectively scale across a broad range of requirements. This range includes minimal/occasional recording, to meet the needs of a small group of executives or smaller businesses, up to full-time requirements of single site and multi-site contact centers. The business version of the ContactStore is a single site recorder that can fit into small to medium-sized businesses and contact centers. In today’s complex, distributed organizations your customer contacts may be spread across multiple sites or you may need additional functionality like tagging cus¬tomer data, storing recordings on network storage devices, or doing more sophisticated search and replay. ContactStore Enterprise Edition seamlessly integrates call-recording activities. This integra¬tion happens regardless of where and when the customer contact occurred and whether the envi¬ronment is single or multi-site, thus providing the functionality and customization potential for more sophisticated recording environments.
Witness ContactStore opens up new opportuni¬ties for improving business performance. You can replay calls to quickly resolve disputes or unclear instructions. The logistics organization can improve the productivity and accuracy of service delivery by reviewing important customer instruc¬tions passed on from the sales team. Or the sales team can follow up on an opportunity highlighted from the service desk. In addition, you can use ContactStore to help your staff become more effec¬tive by recording the perfect sales call for training or other development purposes.

Robust Functionality
With ContactStore, you can capture customer interactions automatically, or you can simply press a button or key sequence on the phone to record selected calls. With rich integration to Avaya Communication Manager, ContactStore makes recording easy because it can be used to record calls either on IP or traditional phones (using the same recording system). The phone conversations can then be searched and retrieved using a vari¬ety of selection criteria. This information can help ensure that you maximize sales in the future by identifying, for instance, up-sell opportunities.

Authorized users across the enterprise can use the intuitive browser-based application to retrieve and replay particular calls using powerful search criteria. You can graphically “see” into the call and rapidly identify points of interest to review, such as a prolonged silence, higher volume or raised voice portions of conversations, in which the system points to opportunities to improve call handling or productivity.
Five Recording Modes
Five recording modes are now available in the Witness ContactStore for Communication Manager:
Station Bulk Recording
Calls to and from a station are recorded automatically from start to finish,
Station Executive Recording
A user can decide to record a call at any point in the call, press a few buttons on the phone and have the entire call kept for them,
On Demand Recording
Anyone using Communication Manager can decide to begin recording a call from a certain point in the call, e.g. by pressing the Audix record button or a button configured to dial a pool of recording extensions,
Meeting Recording
Any phone using Communication Manager can be used to record a meeting e.g. in a conference room and the recording can be ‘assigned’ to specific users for access later.
Event Driven Recording
Calls are recorded based on desktop and application triggers.
Scaling To Meet Your Business Needs
Witness ContactStore is scalable to meet the particu¬lar challenges faced by businesses and contact centers. ContactStore Business Edition offers a solution specifically tailored to a single-site loca¬tion that is simple to implement and maintain. The Enterprise Edition offers more flexibility to larger businesses, including higher capacities, a unified view across the enterprise for simplified contact retrieval and replay, the ability to address more complex customer contact processes, more CTI capabilities for additional control and tagging, and the ability to integrate call recording activities across multiple sites.
Optional functions for the Enterprise Edition include playing back calls through a handset and archiving contacts to industry-standard storage devices.
The Results
Due to fast and efficient sharing of recorded interac-tions customers benefit from prompt, accurate ser¬vice, which helps boost customer satisfaction and revenue generation. Employees across the organiza¬tion can improve their productivity using “front-line” information. Your competitive edge is, as a result, enhanced by optimizing your interactions with customers and suppliers.
Robust Functionality
• Station Bulk Recording
• Station Executive Recording
• On Demand Recording
• Meeting Recording
• Event Driven Recording
 
a higher plane of communication 3 avaya.com
With Witness ContactStore for Communication Manager Avaya delivers the levels of sophistication that have long been accepted as standard in telephony recording to the new world of converged voice and data networks.
Unmatched Benefits!
• Software-based IP call recording solution that records both IP and traditional end-points in a pure or mixed environment
• Integration with the Communication Manager via the new Avaya development interface - Communication Manager API
• Cost effective, scalable Web-based solution.
• ContactStore Enterprise offers a single view of all customer contacts across an enterprise.
• Simplifies Moves, Adds, and Changes by perform¬ing them through software configuration versus cabling changes to maximize flexibility and minimize costs.
• Runs on standard PC servers and operating systems
• ContactStore does not require external CTI servers but can optionally use CTI for enhanced recording control and tagging.
Professional Services
The Avaya Professional Services implementation offer for Witness ContactStore for Communication Manager provides customers with complete and accurate installation, configuration and deployment of the entire solution in the customer’s production environment. When paired with a Network Readiness Assessment from Avaya Network Consulting, you can be assured that your network is prepared to support the technology you choose to support your contact center.

Learn More
To learn more, talk to an Avaya Client Executive or Authorized BusinessPartner. Also, visit www.avaya.com/contactcenter. For more information about Avaya and other award-winning solutions, visit avaya.com