Avaya One Touch Video enables voice & video collaboration between agents, experts or other enterprise employees & end users outside of the enterprise who have access to any Internet-connected device with a browser such as a PC, a tablet, or smartphone.

1. Avaya One Touch Video
solution
A video and collaboration solution for
enterprise, remote, Internet-based and
mobile users.
With technology creating greater opportunities for
collaboration, the possibilities to improve meeting
efficiency, enable on-demand face-to-face meetings and
offer remote customer service are changing at a rapid pace.
It’s no longer enough to interact by voice, chat or e-mail
alone — for either enterprise users or between customers
and anyone in your enterprise. Live voice and video
enables the ability to interact face-to-face via the Web,
providing an efficient way to meet — and surpass —
customer expectations.
Better communication for Customer Service representatives.
A call can also be easily routed to
Internet and mobile users
Customer Service, where agents
Avaya One Touch Video enables
and experts are equipped with the
personal voice, video and collaboration
context needed to help.
sessions between your company and
your customers that have access to
Context might include recent customer
an Internet-connected PC, tablet or
navigation on your Web site, in-process
mobile device.
transactions, previous contacts and/or
self-service attempts. This information
Individuals can interact with you or
proves invaluable in saving time and
anyone in your enterprise by simply
avoiding the frustration of retracing
selecting a link from your Web page,
recent steps. It also improves the
or even from an e-mail. Suitable for
productivity of your staff, and provides
environments where experts are
insight for cross-selling or upselling
located at another site, Avaya One
opportunities to further satisfy
Touch Video can provide face-to-face
customer needs.
connection between customers at
a branch or storefront kiosk with
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2. Benefits Client-friendly
Face-to-face engagement Since Avaya One Touch Video is a
browser-based application, customer
When you send an e-mail inviting
interaction is simple and fast. Your
someone to call you via Avaya One
customers just click a link in an e-mail
Touch Video, that person can call
or on your Web site, and they are
your personal desktop video device,
connected automatically.
a room conferencing unit or even
a videoconferencing bridge with
the click of a button. And when
Personal assurance
customers visit your Web site, video For peace of mind, you can conduct
customer service is just a click away. a pre-session testing of a user’s
microphone and camera. The
Cost savings while collaborating customer can even see a display of
audio controls, call and disconnect
With Avaya One Touch Video, the
buttons, and user statistics.
time and money spent traveling to
a meeting or customer site can be
eliminated with simple click-to-video
capability. The customer or associate Additional customer
simply selects a link from your Web service benefits
site, or one sent directly to them
Interact one-on-one from
in an e-mail, and a video session is your Web site
established. This convenience can
Agents are available for one- or two-
speed decision making in closing
way voice or video conversation, text
sales (increasing revenue) or
chat, or to share desktop content,
solving customer issues (increasing
still images, videos and other
customer satisfaction). You and your
applications. A separate content
customers will realize cost savings
sharing window and a text chat
by eliminating Public Switched
window are available to enhance
Telephone Network (PSTN) charges
the collaboration session.
through this all-Internet-based
communications solution.
Better customer correspondence
Enhanced reputation Agents and experts receive both
external and internal context, such
By offering new ways to respond
as Web pages visited, self-service
quickly and easily, your organization
attempts and previous contact
can develop a positive reputation
history. Context improves knowledge
for relationship building and
of the customer, creates higher
customer service.
loyalty and reduces the time it
takes to assist the customer.
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3. Continuous context video call, where it is routed to an Learn more
agent or expert. At any time during
If an agent needs to transfer a call, To learn more about the Avaya
the call, the customer can receive
all video, audio, document sharing One Touch Video solution, contact
self-help still pictures, Flash content
and text chat controls are also your Avaya Account Manager or
or prerecorded video content, even
transferred to that next agent. Authorized Partner or visit us at
while waiting in queue.
When conducting three-way www.avaya.com/innovations and
conferencing, the primary agent www.avaya.com/video.
retains control, and only audio Broad range of industry uses
is shared between members of Avaya One Touch Video has a wide
the session. number of potential applications,
spanning multiple industries.
Lower cost of investment Imagine how Avaya One Touch
Video could change the way you
Adding video collaboration capability
conduct business.
to your contact center can reduce
your upfront investment since you
Enterprises — Collaborate with
can leverage skills and routing
customers, vendors and suppliers
infrastructure that are already in
outside of your network
place. Additional savings can be
realized with ongoing management
and administration. Healthcare — Conduct a remote
patient consultation
Improved quality control in
customer engagements Help Desk — Enable a customer to
see exactly what you’re describing
By routing Web-based customer
with relevant video demonstrations
engagements through your
standardized and centralized
Pharmaceutical — Provide
contact center, you can deliver
on-demand live support from
multimodal, reliable messaging and
drug representatives to doctors
service while leveraging existing
contact center resources for staffing,
Financial — Conduct banking
reporting, workforce management
transactions online, or provide
and quality assurance to provide a
specialty services directly to
consistent customer experience.
a branch
Call routing
Retail — Provide specialized
When a customer initiates a session, in-store service from your expert
the request is sent to the Avaya Aura staff or directly from a partner or
Contact Center or Contact Center product manufacturer
Elite for Avaya Aura Communications
Manager as an incoming Session
Initiation Protocol (SIP) voice and
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4. About Avaya
Avaya is a global
provider of business
collaboration and
communications
solutions, providing
unified communications,
contact centers, data
solutions and related
services to companies
of all sizes around
the world. For more
information, please visit
www.avaya.com.
© 2011 Avaya Inc. All rights reserved. Unless otherwise noted, all trademarks identified by the ®, TM or SM are registered
trademarks, trademarks or service marks, respectively, of Avaya Inc.
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