Avaya launches new customer service retail solution

Avaya Video Assist is an in-store, IP video-based customer service solution that connects customers to off-site experts using video conferencing and collaboration, providing faster access to technical assistance on a specific product.

Avaya, the global leader in unified communications (UC) and contact centre markets , recently made investments to expand its professional services practice to deliver customised solutions for the retail industry, developed by experts with hands-on experience in the retail market.

Avaya Video Assist is a new solution that enables faster customer connections to off-site product experts that can deliver more in-depth information about a product than an in-store retail assistant. The solution builds upon prior Avaya innovations in video kiosk technology to deliver enhanced customer experiences.

Customers visiting a store simply go to the Video Assist kiosk, place their product in a cradle in front of the camera, and then communicate via 2-way video with a live agent.

The agent can also push instructions, photos or diagrams to the customer for reading and printing - and even send a store map to direct a customer to a product's location. Promotional information can also be relayed during or after the interaction, based on the product discussed.

The solution is made possible using an Avaya Communication Manager platform and IP Softphone application, along with contact centre applications including Avaya Call Centre and Call Management System.

"In these challenging economic times, the retailers who will succeed are those who can differentiate themselves by delivering a unique and positive customer experience, and do so in a cost-effective way," said Greg Billings, Vice President, Avaya Global Professional Services.

"Working with valued partners, Avaya is using its strengths in unified communications and contact centres to deliver new, innovative ways for retailers to help ensure their in-store customers always have access to the right experts, and can get fast, informed answers to their questions," he added.