Velaro Unveils Live Chat Integration with the Avaya Phone System
Empowering Velaro users to seamlessly synchronize and distribute incoming voice and live chat support requests.
BALTIMORE, May 7, 2013 /PRNewswire-iReach/ — Velaro, the multi-award winning live chat software-as-a service (SaaS) provider for contact center and sales and marketing customers, today announced its ability to integrate with the Avaya phone system – enhancing the productivity of contact center agents.
This new integration with Avaya allows routing to be coordinated between an Avaya phone system and Velaro Live Chat. As a result, when a support agent has a busy status in the Avaya phone system then live chats will not be routed to the agent. Likewise, support agents participating in a live chat will not receive incoming phone calls from the Avaya system.
“The integration between Velaro and Avaya demonstrates our ongoing commitment to continuously enhance the value our clients derive from our software,” said Alex Bloom, Co-Founder & President, Velaro. “With the integration we not only improve the productivity of contact center agents but also ensure that those who need support can more expeditiously receive it.”
Leveraging the Velaro/Avaya integration gives contact centers the ability to better route support inquires to available agents – improving contact center response time and customer satisfaction.
Founded in 2000, Velaro is an established leader in click-to-chat, click-to-call, and intelligent engagement. Velaro won independently rated live chat awards in ’05, ’06, ’08, ’09, ’10, ’11 and 2012. With 99.98% uptime guaranteed, companies currently benefiting from Velaro’s solutions include Dell, Pfizer, GM, LG Electronics, Blue Cross Blue Shield, HTC, Lillian Vernon, MarketStar, and Experian. Visit http://www.velaro.com for more information.