Business Intelligence

Avaya Proactive Outreach Solutions: Make the Most of Outbound Customer Contact

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Executive Summary

Outbound calls can be a depersonalized experience for customers. The outbound dialer may not be linked to business systems, thus a customer call may not be related to any current event in the business relationship, let alone be personalized. Information provided to customers is consequently often irrelevant, and even if it is useful, there is usually no option for customers to immediately act on the news - the call ends abruptly without concern for what the customer may want to do next. Other media, such as email, is easier to personalize and link to business systems and processes, but often still suffers from the same limitations. And for some companies, backing high-volume notifications with live agents to enable transactions on the spot is cost prohibitive.

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