Avaya POM Multi-Level Disposition Widget: Enhance Call Resolution with Flexible Disposition Management

The Avaya POM Multi-Level Disposition Widget is a powerful tool designed to help businesses efficiently manage and track customer interactions, particularly in contact centers. With the ability to support up to 10 levels of disposition, this widget offers flexibility and granularity in categorizing call outcomes, helping agents make more informed decisions, improve call resolutions, and streamline their workflow.

Key Features of Avaya POM Multi-Level Disposition Widget:

• 10 Levels of Disposition Support
  The Avaya POM Multi-Level Disposition Widget supports up to 10 distinct levels of call dispositions. This allows contact center agents to categorize customer interactions with greater detail, reflecting a variety of outcomes—from simple queries to complex follow-ups—thereby enhancing the quality of data capture and analysis.
• Granular Call Categorization
  With multi-level dispositions, agents can categorize calls with increasing precision, ensuring that each call’s outcome is captured in a way that aligns with business processes. Each level can represent different stages of customer interaction or different types of outcomes, providing a clearer picture of contact center performance.
• Customizable Disposition Structure
  The widget’s multi-level capabilities are fully customizable, enabling businesses to define the disposition levels according to their specific needs. Whether you need to track product inquiries, service issues, follow-up actions, or customer sentiment, the widget can be tailored to match your unique workflows.
• Real-Time Data Capture
  As agents interact with customers, the multi-level disposition widget allows them to quickly and easily record call outcomes in real time. This ensures that accurate data is immediately available for reporting, analysis, and further action, without the need for additional manual logging or post-call processing.
• Seamless Integration with Avaya POM
  The widget integrates seamlessly with the Avaya POM (Proactive Outreach Manager) platform, offering an intuitive interface for agents. It helps manage complex call workflows, track the resolution of customer issues, and ensures smooth navigation within the POM system.
• Enhanced Reporting & Analytics
  The detailed categorization provided by the multi-level disposition widget helps businesses generate more granular reports and gain deeper insights into customer interactions. This data can be used for performance analysis, trend identification, and decision-making, improving both individual agent productivity and overall business operations.
• Efficient Call Handling & Follow-Ups
  By categorizing calls into multiple levels, the widget facilitates more efficient follow-up actions. Agents can identify whether a call requires a follow-up, a callback, or if the issue has been resolved, enabling them to take the appropriate steps and ensuring no customer request is missed.
• Improved Customer Experience
  The ability to capture and track detailed call outcomes ensures that agents can offer better, more informed service on follow-up calls. This leads to a more personalized customer experience, where issues are resolved efficiently, and repeat interactions are handled with better context.

Benefits of the Avaya POM Multi-Level Disposition Widget:

• Improved Data Accuracy
  By allowing for detailed tracking of call outcomes, the widget helps improve the accuracy of customer interaction data, ensuring that each call is categorized and logged correctly. This helps create a more comprehensive view of customer engagement and contact center operations.
• Optimized Agent Performance
  Agents can easily identify the outcome of each call and prioritize their next steps. The detailed disposition structure helps agents to focus on unresolved issues and follow up on pending tasks, leading to faster resolutions and increased customer satisfaction.
• Better Customer Insights
  With the ability to capture multiple levels of call outcomes, businesses can track specific trends and pain points more accurately. This deeper insight into customer needs can help shape strategies for customer service improvement, product development, and marketing.
• Streamlined Call Routing & Escalation
  Dispositions collected via the widget can trigger specific actions, such as routing calls to the appropriate department or escalating an issue to higher-level support. This reduces response times and ensures that customer issues are handled by the right agents or teams.
• Greater Flexibility & Customization
  Businesses have the flexibility to define the disposition levels according to their own needs, ensuring the widget is aligned with unique call categorization and workflow requirements. This customization supports a wide range of industries and use cases.
• Increased Operational Efficiency
  By automating data collection and enabling agents to quickly capture detailed dispositions, the widget reduces administrative tasks and frees up more time for agents to focus on customer interactions. This results in more efficient contact center operations.

How the Avaya POM Multi-Level Disposition Widget Works:

1. Integration with Avaya POM
   The widget integrates smoothly with the Avaya POM system, providing agents with an easy-to-use interface that enables them to track the outcome of each customer interaction across multiple levels of disposition.
2. Disposition Categorization
   As agents handle inbound or outbound calls, they can use the widget to select the appropriate disposition level that reflects the outcome of the interaction. Each level may represent a different stage or type of resolution, allowing for a more nuanced understanding of call outcomes.
3. Real-Time Data Logging
   The widget logs each disposition in real time, capturing key information such as the call’s result, necessary follow-up actions, and the customer’s sentiment. This ensures that the data is always accurate and up to date for further analysis and reporting.
4. Customizable Levels
   The disposition levels can be fully customized based on the business’s needs. For instance, businesses can create disposition levels for issues such as service inquiries, technical troubleshooting, sales-related calls, or customer complaints, helping to tailor the tool to their specific workflows.
5. Data-Driven Decision Making
   The information captured by the widget feeds into reporting tools, enabling businesses to analyze trends in customer interactions. This data can be used to identify recurring issues, track agent performance, and improve the overall contact center strategy.

Why Choose the Avaya POM Multi-Level Disposition Widget?

• Customizable to Your Needs
  Whether you need to track simple interactions or complex multi-step resolutions, the widget can be configured to meet the specific needs of your business, making it adaptable across different industries and use cases.
• Increase Operational Efficiency
  By categorizing calls into detailed dispositions, the widget helps optimize contact center workflows, ensuring that agents can quickly take the necessary actions, reduce manual logging, and improve overall efficiency.
• Enhanced Reporting & Insights
  The multi-level disposition structure enables businesses to gather richer data, improving reporting capabilities and providing actionable insights that drive better decision-making.
• Improved Customer Satisfaction
  With better categorization and follow-up management, the widget enables faster issue resolution, leading to higher levels of customer satisfaction and more streamlined service experiences.

Leverage the Power of the Avaya POM Multi-Level Disposition Widget to Elevate Your Call Center Performance!

Unlock the full potential of your contact center with the Avaya POM Multi-Level Disposition Widget, and ensure that every customer interaction is properly categorized and tracked. Contact us today to learn how this innovative tool can help improve your call handling, agent efficiency, and overall customer experience.