Track 2 - Day 1
New and improved Contact Centre Reporting
You face intense pressure to meet ever-rising standards of success, no matter what your role. Business unit leaders must lower TCO and increase ROI. Directors struggle to manage multiple contact centres as a group. And supervisors are under tremendous strain, trying to get a handle on real-time customer experience and agent behaviour. Avaya IQ helps everyone achieve their goals. This session looks at the technical aspects and the business benefits of moving your Real-time and Historical reporting from Avaya CMS to Avaya IQ.
SPEAKER: Roy Ivimey, Regional Director Customer Service Applications, Avaya Asia Pacific
Customer presentation: iSelect
2.40pm
Learn how iSelect, Australia's leading Health Insurance Advisory Service has improved reporting around 1000%, maintained superior customer service and deployed a robust framework to deploy IVR, Multimedia CTI.
SPEAKER: Jason Egbers, Technology Manager, iSelect
Self Service an essential Channel for your customer service
3.25pm
A Web Services-based software platform, Avaya Voice Portal enables a business to deliver efficient and satisfying voice self-service applications by combining the power of open standards, web, and IP Telephony. We will look at the technical aspects and the business benefits of moving your Self Service Applications from Conversant and Interactive Response to avaya Voice Portal.
SPEAKER: Eugene Maprock, Business Consultant, Avaya South Pacific
Customer presentation: New Zealand Automobile Association
4.10pm
New Zealand Automobile Association moved to an Avaya platform a number of years ago mainly for the benefits they could achieve from Avaya's strength in Contact Centre technology. Having implemented this platform they have realised the benefits they identified at the time and continue to add functionality to drive improvement in this area. They now see considerable benefits from their decision to move to Avaya with ease of management, transition to VoIP, integration of distributed gateways into small branches and mobility. David will share the value they have gaind from the Avaya platform as well as the decision criteria and tangible benefits they have realised from the use of this technology.
SPEAKER: David Francis, Telecommunications Manager, NZ Automobile Association