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iAssist for AVP

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iAssist is a powerful IVR solution offering two customer interaction modules on a single platform. These modules deliver functionalities that everyday customer interaction scenarios demand. Its two defining features – Callback Manager and Call Survey Manager – have been certified by the Avaya DevConnect team and provide queue management and customer satisfaction tracking to ensure efficiency and positive experiences.

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Business Benefits

  • Increase customer satisfaction by managing wait times
  • Manage callbacks and inbound call volumes
  • Support multimedia (web) callbacks
  • Maximize efficiency and improve business automation
  • Gather metrics based on survey results
  • Optimize processes based on feedback to achieve customer service excellence

Product Features

Global Features

  • Common administrations and reporting for all applications
  • Single login with Active Directory Integration
  • Role Management
  • Multi-tenant support
  • User management
  • Multi-site support
  • Business group management – DNIS configuration
  • Real time and historical reports
  • Suport for TTS and speech based applications
  • It is simple, inexpensive, and easy to administer

Reports

  • Historical reports uses Crystal report templates and can be exported to excel or PDF
  • Historical reports available in both tabular and graphical format

Call Survey Manager

  • Configure business groups and times of operation for new surveys
  • Supports both inbound and outbound call survey options
  • Create a bank of questions with question type and voice file
  • Create multiple surveys using the step-by-step wizard
  • Arrange order of questions with quick drag and drop
  • Create dynamic surveys that adjust based on answers to previous questions
  • Play welcome and promotional messages
  • Collect customer’s unique ID
  • Integrate with CTI engine to collect agent ID for agent surveys
  • Record phrases of questions and answers
  • Configure survey questions with multiple answers
  • Record customer messages for specific questions
  • Bulk upload bank of questions and answers
  • Types of questions
    • Yes / no type questions
    • Choice question for configurable choices from 2 to 5 options
    • Number input type questions where minimum and maximum digital length can be configured
    • Date input type quesiton where date format can be defined

Callback Manager

  • Capture customer call number (CLI / ANI & DNIS)
  • Choose between different callback options for different customer segments
  • Maintain real time queue positions
  • Option to reserve agent before reaching out to a customer
  • Configure low volume slots in a day and distribute the call traffic
  • Register callback for customer calling number (CLI / ANI) or a different number as entered by the customer
  • Enable customer websites for callback
  • Ability to dynamically design and define workflows for different business units
  • Customizable call flows for capturing call back requests
  • Option to retain screen pop information available in the UUI field during callback
  • Gather extensive canned reports
  • Capture customer’s unique ID
  • Record customer name and message
  • Gather extensive canned reports
  • Duplicate filtering – filter previously registered callbacks based on CLI / ANI or customers unique ID; offer to retain earlier callback or re-register a new callback
  • Reject callback requests by CLI / ANI
  • Distinguish call priority based on customer type
  • Capture agents before calling a customer and playback collected callback details
  • Call Progress Analysis (CPA) – detect outcomes like busy, no answer, etc. and automatically reschedule callbacks by setting a threshold for retries
  • Accept business outcomes from agents to close or reschedule callbacks
  • Configure business hours, holidays, and time slots for call back
  • Assemble real-time console reports, and historical reports in both tabular and graphical format

CTI Version for Call Survey Manager

  • In this version, CSM supports standard integration with Avaya Interaction Center (AIC). The advantage is that when an agent based call is initiated with CSM, agent ID can be captured by AIC. This agent ID is tagged to survey responses provided by the customer and is available for generating historical reports.

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