Avaya targets mid-sized firms with voice, video-conferencing solutions

PICTURE this - your sales force is out in the field but doesn't have all the answers on hand to respond to all of your customers' questions. Instead of doing a follow-up via another appointment, your sales agents can start a video on their tablets, laptops or smartphones on the spot and within minutes have a fully qualified expert on a video conversation with your customers.

Such a scenario is already playing out for a major insurance company in China. Relying on Avaya's call management and contact centre solutions, the insurer's agents quickly place a video call between the customer and an actuary or an expert.

The contact centre backing up the agent force in this manner not only improves the customer experience but also shortens the time it takes to get the customer on to a new policy, said Mike Muller, president for Avaya in Asia-Pacific.