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.
AVDS Support and Managed services portfolio has paved successful paths for several of its clients in the contact center domain. Camden Development, one of the largest public multi-family residential management companies in the U.S., required a solution to streamline their processes. Camden needed a robust solution that is capable of automating the business processes. AVDS deployed CIC and Interaction Process Automation (IPA), a communications-based process automation software, to resolve this issue. After deploying CIC and IPA, the client was able to manage interactions around the clock by their in house agents.
Implementing innovative technology is only part of what AVDS delivers. Ms. Sharon shares insights about AV DS, noting its “deliberately different” approach. “Our focus on the trends and changes within business communications led us to be a visionary and early-adopters of software-based business communications over 20 years ago. Today, software-based solutions are the standard. We see social business solutions as the next wave to enrich the customer experience. We see our role as finding and testing innovative technology on behalf of our clients and then continuing to partner with our contact center customers to further enhance their original investment.”
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