Automated Voice & Data: Streamlining Multiple Contact Center Processes

Manufacturers continue to sound the drumbeat of cloud-based solutions over premise-based solutions. While cost-savings may be derived with simplified operations, features that customers and employees depend on may be sacrificed. In addition, “Contact center professionals struggle with what technology to implement to meet the more empowered consumer: there is such a variety of technology solutions to the point that it can be overwhelming,” says Sharon Moon, President and Founder, Automated Voice and Data Solutions (AVDS). The Houston-based firm is guiding contact centers to adopt technologies that can bring down the cost of maintenance as well provide strong infrastructure support. “We provide a comprehensive range of cloud-based and managed services solutions for organizations desiring to reduce costs and internal IT support,” says Sharon. By leveraging solutions provided by manufacturers such as Interactive Intelligence, CallScripter and IBM, AVDS addresses the Contact Center requirements and implements these products into client’s system for efficient performance.

AVDS also focuses on social business solutions for the contact center segment. “Knowledge-sharing, collaboration, first contact resolution via any channel—these are elements of social business—and if strategically deployed, will deliver outstanding results for both the consumer and organization,” says Sharon .

AVDS provides the award-winning “Customer Interaction Center (CIC)” solution from Interactive Intelligence to deliver a better interactive experience to customers. With built-in features, CIC can easily and affordably optimize the workforce. Based on highly scalable all-software architecture, the powerful solution for Contact Center facilitates business process automation. The solution manages and blends inbound/ outbound multi-channel interactions, giving customers their choice of contact options—voice, email, fax, chat, and SMS.