Ignacio Mezzadra

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Proyectos

  • Avaya Ava

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    Avaya Ava™ is a cloud AI solution that lets you engage with your customers using social media, chat and messaging channels. Social messaging integration and automation of digital interactions, utilizing Chat Bot and Natural Language Processing (NLP), delivers immediate self-service capabilities to your customers.

    Leveraging your applied business rules, and based on the context analysis of interactions, Avaya Ava responds accordingly—with an automated response or connecting to a live…

    Avaya Ava™ is a cloud AI solution that lets you engage with your customers using social media, chat and messaging channels. Social messaging integration and automation of digital interactions, utilizing Chat Bot and Natural Language Processing (NLP), delivers immediate self-service capabilities to your customers.

    Leveraging your applied business rules, and based on the context analysis of interactions, Avaya Ava responds accordingly—with an automated response or connecting to a live agent, for example. In cases where it is appropriate to direct a customer to agent-based customer care, full context of the upfront automated experience is maintained so your customers receive the personalized, efficient customer care expected. Through continued machine learning of all past interactions, Avaya Ava becomes even more efficient with the handling of future interactions.

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  • Dynamic Self Service

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    Avaya Dynamic Self Service is a packaged application targeted to the center and/or business . A web istration tool allows the creation and management of self-service call flows easily and quickly, eliminating the need for coding and deploying applications every time a change is required. Dynamic Self Service is built on top of Avaya Aura® Experience Portal and Orchestration Designer, and is extensible through external voice applications (Orchestration Designer…

    Avaya Dynamic Self Service is a packaged application targeted to the center and/or business . A web istration tool allows the creation and management of self-service call flows easily and quickly, eliminating the need for coding and deploying applications every time a change is required. Dynamic Self Service is built on top of Avaya Aura® Experience Portal and Orchestration Designer, and is extensible through external voice applications (Orchestration Designer modules) for more complex dialogs and business logic handling.

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  • Callback Assist

    Provides callers with choices for their service experience when agents are not immediately available to take their calls. It announces to callers the estimated wait time, and then offers to have an agent call them back, versus waiting on hold. In addition, callers can select either an immediate callback when an agent becomes available or a callback at their preferred available time and date, avoiding the inconvenience of waiting on hold.

    Callers that choose one of the callback…

    Provides callers with choices for their service experience when agents are not immediately available to take their calls. It announces to callers the estimated wait time, and then offers to have an agent call them back, versus waiting on hold. In addition, callers can select either an immediate callback when an agent becomes available or a callback at their preferred available time and date, avoiding the inconvenience of waiting on hold.

    Callers that choose one of the callback options are prompted to record a message with their name and the reason for their call and then they are free to hang up. At the appropriate time, the Callback Assist solution initiates the callback with the center agent and plays the recorded message. After the agent listens to the message, the callback is initiated and the agent is able to then assist the customer as required.

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Idiomas

  • Spanish

    Competencia bilingüe o nativa

  • English

    Competencia profesional completa

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