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30 Minute Interview
Intelligent Communication
Peter Jayaseelan, Vice-President - Industry Solutions,
Avaya GlobalConnect talked to Express Computer about Intelligent Communication.
Peter Jayaseelan |
As businesses grow, organizations face tough challenges. From
initial price wars, competitors are now focusing on adding value to customers.
The modern contact center handles phone calls, e- mail, and online communication
including instant messaging.
To take the contact center to the next level requires true
integration embedding intelligent communications in the fabric of business processes.
Intelligent Communications is the ability to bring together the desktop telephone,
the personal computer, and the mobile phone into one seamless environment that
allows an end user to work practically anywhere. It helps businesses achieve
high levels of customer satisfaction by creating a virtual call center that
spans wide geographic areas and crosses multiple time zones, ensuring that the
best-agent available handles each caller’s needs promptly.
| Avaya's Intelligent Communications sits
on a central server. The starting price of the product is Rs. 40 lakhs.
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| IP telephony |
Voice, video and data on a common network or set
of networks |
| Communication-enabled business processes |
Streamlines business processes to improve |
| Unified communications |
A combination of presence and availability with voice,
video, e-mail, and instant messaging |
| Contact center solutions |
Ways to operate the contact center to win customers,
be competitive and build revenue |
The innards of Intelligent Communication
The concept enables the improvement of all kinds of business processes, such
as supply chain management, transaction processing and quality control. For
instance, a manufacturing company can use this solution to identify product
quality issues and the stock availability.
Once the solution detects an issue, it automatically notifies the right people
who are in charge of said process via any communications mode, be it mobile
or desk phone, e-mail or instant message. The people notified in this manner
are brought into a conference call, or asked to solve the issue by responding
to a set of options. The dialing is done by the Avaya voice portal. Each participant’s
progress can be followed up on to verify whether an issue has been resolved
or not.
Avaya is predominately focusing on manufacturing and retail but we will also
look at travel and BFSI. The same system can be used by all verticals. Whirlpool
Corporation (not in India) is using all the modules of Intelligent Communication.
In India the company has started deploying different stacks of these solutions.
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