Pros & Cons of Avaya Distributive Work
Created by anonymous on 11/11/2011
Do we use Avaya for CHAT & Email, or explore other avenues?
1. Email Does Not Require HTML Coding
2. No Additional Licensing Expense
3. Distributive Work
4. Joanna Palmer - Experience/Expert, Onsite Support, Internal C/S
5. Email Template Ease of Use
6. Ease of Use - In General
7. Tracking & Routing (Service Levels)
8. One database for all Contact Types
9. Training (system synergy) - Agents familiar w/Avaya Environment
10. Contact Center Partner (Large Investment)
11. Real-Time Visibility to Agents Stats/Status
12. In-House Expertise
13. Vendor Support/Service
14. Ease of Integration
1. Issues w/Stability, Confidence, Systematic Issues
2. On Site Solution - Lack of Redundacy
3. Lack of Report Customization (At Manager Level)
4. Lacks Buy-In from eScholastic (NYO)
5. Too Many Unknowns - Templates/Testing
6. Granularity of Disposition Codes - Only 1 Level
7. Incident Visibility (Administrative Level)
8. External Close/Forward Not Available in Avaya
9. CHAT Untested & Question of Implementation Abilities
Balanced results
calculates based on both emotional weights, rational weights and user opinions
Emotional results
calculates based only on emotional weights, and user opinions
Rational results
calculates based only on rational weights, and user opinions
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