From CRMBUYER: New Avaya App Unifies Presence Info Across Multiple Channels
An excerpt from the article:
"The immediate use of Avaya's latest addition to its product line is likely to be corporate. For example, a company with many reps on the road would know how to best to reach each of its staff members at any particular moment -- by cell, instant message or e-mail.
Avaya has introduced Intelligence Presence, a new software application that gives users -- both in corporate environments and call centers -- the ability to view so-called presence information across multiple sources.
For example, it would allow a contact center rep engaged with a caller to see if a partner company had a rep available to provide answers about shipping schedules or rates."
CSI is an Avaya DevConnect Gold Partner.
This blog features many contact center industry news stories and also assembles tips for improving agent performance and customer experience, helping teams evolve into world class contact centers. It's an open forum for call center supervisors, agents, vendors and managers to contribute news, stories, anecdotes and other useful information with their peers. Industry vendors and analysts are encouraged to share client success stories.
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