31 July 2019

Geomant’s Agent Desktop for Avaya Elite: Driving a better customer experience.

By: Charlotte Houston

Geomant has been working hard behind the scenes to bring you an agent desktop that enables digital channels over Avaya’s flagship voice product, Call Centre Elite. In this article, we explore the solution; its features and benefits, and look at what this development means for Avaya users and the Partner community.

 

Background

Here at Geomant, we pride ourselves on having a customer-centric approach when it comes to development; our method has always been to listen to the market, understand customer and partner needs, and deliver affordable solutions that bring real business benefit.


The driver for the development of our agent desktop was an opportunity we saw in the Avaya portfolio to provide digital channels over existing Elite and CMS infrastructures. Given our deep technical understanding of Avaya, and our two-decade-long history building Avaya-complementary solutions, we felt perfectly placed to deliver on this opportunity.



Leverage your existing Avaya investment

Geomant’s Agent Desktop allows Avaya Elite customers to add multiple channels like web chat, Facebook, Twitter, Skype, SMS, and even WhatsApp to their contact centre so that they can provide a multichannel customer experience, all while maintaining their existing infrastructure. Product specialist, Richard Hatcher says:


“The Geomant Agent Desktop is great because it allows Avaya customers to leverage the investment that they’ve already made in Avaya communications; they don’t need to replace their core system but rather enhance it.”


Before we move on to look at what this development means for customers and partners, let’s pause to take a look at what we think are the three most significant advantages to using this solution on top of your Avaya Elite infrastructure.



1. A single user interface

Our solution provides agents with a single desktop to manage inbound and outbound voice interactions, as well as digital channels. The intuitive desktop can even integrate with leading CRM systems like Salesforce or Microsoft Dynamics so that agents never have to flick between screens again.


2. Voice and digital blending 

The Geomant agent desktop synchronises with Avaya phones in shared control mode so that you don’t have to silo your digital and voice channels completely, you can blend to optimise agent utilisation.


3. Cloud-based 

As it’s delivered from the cloud, Geomant Agent Desktop requires minimal setup and is ideal for proof of concept testing. You can leave voice as it is, add a digital channel as a proof of concept, build a business case and then deploy live. We even offer a free trial so that you have the flexibility to upgrade the contact centre at your own pace with no initial commitment.

It’s important to add that because Geomant Agent Desktop is an ‘out of the box’ solution, there’s no need for reliance on the expensive professional services that are typically associated with integrations. So not only do you not have to forecast for upgrade costs, you don’t have to worry about integration costs either. You'll receive a state-of-the-art, multichannel contact centre at just a fraction of the cost of a whole new solution. And to top it all off, the Agent Desktop is highly flexible, at any time you can easily add additional features like; Bots, in-queue and web callback, customer surveys and SMS campaigns.



What this means for prospective customers and partners


The Geomant Agent Desktop provides an alternative method for gaining a multichannel contact centre; for end-users this means it’s easier than ever to keep up with the modern-day communication needs of customers, adding channels and functionality that supports agents to provide the best ever service. And for partners, it’s an opportunity to extend your portfolio to include a product that addresses the core needs of your Avaya Elite customer base.


If you’re interested in Geomant’s Agent Desktop for Avaya Elite, get in touch today and talk to us about starting a free trial.


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