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Avaya Offers Proactive Outbound Self-Service Products

November 17, 2008

Avaya (News - Alert) has launched two portfolios of customer service products for the financial and healthcare industries, Proactive Outreach for Financial Services and Proactive Outreach for Healthcare. These are designed to “help businesses use outbound communications and self service automation,” company officials say.
 
Outbound self-service is a contact center technology to deliver information to customers -- such as appointment reminders or bill payment requests -- and let them complete transactions using automated menus or speech commands. Avaya's Proactive Outreach portfolios provide outbound self-service products for financial and healthcare organizations, which are early adopters of this technology, according to analyst firm Datamonitor.
 
Last month TMC’s Greg Galitzine (News - Alert) reported that Kevin Kennedy, currently CEO of JDS Uniphase Corporation, will join Avaya as president and CEO in January.
 
Avaya also said that Charles Giancarlo will become Chairman of the Board when Kennedy assumes the CEO position, Galitzine said, adding that Kennedy is a member of the board of directors of Polycom (News - Alert), Inc. and KLA-Tencor Corporation and a member of the Board of Regents of Loyola Marymount University.

Financial companies and healthcare providers deal with large volumes of incoming customer calls, and these products are designed to reduce these volumes and pre-empt incoming inquiries by “reaching out to customers about critical events before they become issues,” company officials say, adding that companies can use Avaya Proactive Outreach to initiate outbound communications via multiple channels, such as phone, e-mail or SMS, and notify customers about doctor visit reminders, overdraft alerts, and credit card or hospital bills.
 
This not only helps companies cut down on incoming calls, but also frees up live agents to handle more complex interactions. Both portfolios let customers choose to connect to a live agent at any time. When customers get transferred, all of their information gets routed securely along with them to another system or agent, so customers do not need to repeat their personal information.
 
And earlier this week TMC’s (News - Alert) Anshu Shrivastava reported that Avaya has announced new zero percent financing under a new program, called “Zero Barriers,” offering customers zero percent financing for three years or four years on Avaya products.

David Sims is a contributing editor for TMCnet. To read more of David's articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Stefania Viscusi

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