Accenture

Accenture is a global management consulting and technology services company. Committed to delivering innovation, Accenture collaborates with its clients to help them realize visions and create tangible value. With deep industry expertise, broad global resources and proven experience in consulting and outsourcing, Accenture can mobilize the right people, skills, alliances and technologies. With more than 133,000 people in 48 countries, Accenture works with clients in nearly every major industry worldwide. Through the integration of consulting and outsourcing, Accenture identifies critical areas with potential for maximum business impact; innovates and transforms the processes in those areas; delivers performance improvements and lower operating costs by assuming responsibility for certain business functions or areas; and Accenture holds itself accountable for results.

Accenture’s eight service lines include customer relationship management; finance and performance management; human performance; solutions operations; strategy and business architecture; supply chain management; technology, research and innovation; and technology solutions.

For more information, visit www.accenture.com

The Avaya and Accenture Alliance

Together, Avaya and Accenture deliver innovative, cost- effective contact center solutions to help businesses generate greater value from every customer interaction while delivering a seamless customer experience across sales, marketing and services.

Avaya supplies world-class contact center applications and trusted technical and implementation expertise. Accenture brings deep knowledge of customer relationship strategies and delivery experience across multiple industries, along with the program management skills that ensure a smooth deployment no matter how complex the solution.

Avaya and Accenture Integrated

Contact Center Solutions

Compliant with Avaya Customer Interaction Suite.

Solution Category

▶Call/Contact Center

▶Call Control/Routing

▶Screen Pop

Primary Industries Served

▶Banking

▶Finance

▶Government – State & Local

▶Insurance

▶Telecommunications

▶Utilities

Member Presence

▶APAC

▶EMEA

▶NA

Avaya Contact

Martha Komachi 630-245-2736 komachi@avaya.com

Joint CRM and IP Telephony solutions combine Avaya’s leading contact center solutions and IP telephony products with Accenture global business consulting, integration services and expertise in vertical markets.

Accenture Customer Contact Transformation Services integrates transformation and technology investments to maximize workforce performance, coordinates service delivery across multiple channels, and increases the profitability of each interaction. By decreasing labor requirements, increasing self-service capabilities and integrating leading Avaya contact center technologies included in this offer, can help dramatically reduce the cost of service delivery by 10 to 30 percent.

Specifically, the Accenture Customer Contact Transformation solution helps clients: understand the true cost of serving customers, align customer treatment with revenue growth, implement cost- effective self-service channels that enhance service quality, optimize the performance of contact center personnel and processes, explore innovative sourcing solutions that reduce risks and operating costs, and align customer contact capabilities to customer demand, without committing to high-cost technologies and operating infrastructures.

By combining Avaya’s leadership in developing next generation, intelligent, customer-focused communications technology with Accenture’s proven record as one

of the leading providers of CRM solutions and services, thousands of enterprises can manage critical customer relationships.

2 specifications

Avaya 2 is an advanced communications solution renowned for its robust features and adaptability, catering to businesses of all sizes. It is part of Avaya's strategic focus on delivering unified communications and contact center solutions that emphasize efficiency, collaboration, and customer satisfaction.

One of the main features of Avaya 2 is its seamless integration with a variety of communication tools. This includes voice, video, messaging, and conferencing capabilities that empower organizations to connect with employees and customers effortlessly. The system supports both on-premises and cloud deployment, allowing businesses to choose an infrastructure that aligns with their operational strategy.

Avaya 2 leverages cutting-edge technologies such as artificial intelligence and machine learning to enhance user experience. These technologies streamline processes by automating routine tasks and providing insights through data analytics. For instance, AI-driven chatbots can handle customer inquiries, freeing human agents to focus on more complex tasks, ultimately improving response times and customer satisfaction.

Another characteristic of Avaya 2 is its customizable user interface. The platform allows users to personalize their workspace, making it easier to access the features they use most frequently. This level of customization fosters better productivity, as employees can tailor the system to suit their specific workflows.

Security is a top priority for Avaya 2. The solution incorporates advanced security measures including encryption, authentication protocols, and compliance with industry standards to protect sensitive data. This is especially crucial for organizations handling proprietary information or customer data, as it mitigates the risk of breaches and builds trust with clients.

Moreover, Avaya 2 enhances collaboration through features such as team messaging and video conferencing, facilitating real-time communication among teams, which is essential in today’s hybrid work environment. Organizations can create dedicated channels for projects, ensuring everyone is aligned and informed.

Overall, Avaya 2 stands out in the crowded field of communication solutions due to its unique blend of features, state-of-the-art technology, and emphasis on security and customization. It serves as a reliable platform for businesses looking to enhance communication efficiency, improve collaboration, and elevate customer satisfaction in an increasingly digital world.