Europ Assistance Integrates Avaya With ICE

Businesses around the world rely on Avaya to provide a complete telephone management system. However, in most businesses the telephone management system functions independently from other business tools. Europ Assistance recently approached business solution provider QBCon to develop a web-based management system to act as an Avaya interface tool. QBCon was tasked with integrating a custom-developed service system called ICE with Avaya.

The integration of the two systems ensures that information captured on either system is immediately and automatically updated throughout the business. Employees can now access up to the minute information. According to interface developer Martin Janse van Rensburg, the integration can benefit businesses in many ways.

"Integrating Avaya with an existing system means that agents get a notification to inform them of an incoming call. A custom-developed real-time dashboard updates call statistics in each department, allowing management to keep tabs on output," he explained with reference to ICE.

According to Janse van Rensburg call transfers between agents is also simplified with the new system.

"Another agent's availability is indicated by a colour system. When an agent's details are highlighted green, for instance, other agents know which agents are available.

“This increases customer satisfaction, because clients spend less time holding for service," he continued.

"What's more, the updated information the first agent worked on is automatically transferred with the call, ensuring that agents always have all the relevant information to provide the best level of service. Transferring information with a call eliminates the need for a client to provide the same information over and over."

The integration of Avaya with a service system can increase productivity in most businesses. QBCon can integrate your systems with telephonic applications by custom developing a Web interface for your business.