Interactive Virtual Agent

AVAYA Proactive Contact

Adds IVR virtual agents to Avaya Proactive Contact campaigns

EVERYTHING YOU NEED TO KNOW

Add IVR agents to your Avaya Proactive Contact predictive dialler and contact customers at significantly reduced cost. Interactive Virtual Agent (IVA) is a powerful, pre-packaged tool created by our in-house Professional Services team, that allows IVR virtual agents to be added to outbound campaigns.

IVA connects Avaya Aura™ Experience Portal and other IVR's to Avaya’s Proactive Contact predictive dialler, facilitating fully automated agentless campaigns, including personalized messaging, text to speech, proactive self-service and opt-out/unsubscribe. And when a customer wants to speak with a live agent, they can be transferred quickly, along with any campaign data, to an inbound job or Avaya Aura Contact Centre Elite agent, using the screen-pop provided by Desktop Connect.

Without any changes to Proactive Contact, IVR virtual agents can be added, managed, monitored and reported - all from within Proactive Contact Supervisor.

HIGHLIGHTS

Adds SMS Text messaging to Skype for Business

Reach off-line mobile co-workers

Send SMS text messages to customers

Ad-hoc broadcast SMS messages

Integrates with Active Directory and personal contacts lists

SCREENSHOTS

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