Barphone: Expert Avaya Consultant

Petros Therianos, Managing Director

1) How can cloud improve contact center performance and what role does Barphone play in today’s contact center expanse?

With the promise of greater scalability, improved efficiency, and lower TCO, cloud-based contact center solutions optimize customer service delivery. That being said, most of the contact centers today rely on legacy systems which aren’t capable of accurately forecasting call volumes, resulting in decreased productivity. Moreover, these companies lack the necessary knowledge and the expertise required to implement cutting-edge contact center solutions. Contact centers are on the lookout for a technology partner that can help them adopt the latest contact center technology through which they can achieve better revenue and deliver enhanced customer service. This is precisely where Barphone stands out.

Accredited in 2017 as one of the most trusted Avaya Cloud Partner, Barphone offers cloud-based unified communications (UC) and contact center solutions. Built on Avaya platform, Barphone’s solutions enable contact center managers to efficiently handle call volumes from any location while providing Omnichannel support for enhanced customer experience. Having more than 45 years of experience in the telecommunication market, Barphone holds expertise in designing and sales, installation and administration, custom software solutions development, user training, and technical support for Avaya’s suite of communication technologies.

2)What are the key differentiating factors that set Barphone apart in the contact center industry?

Barphone excels as the go-to Avaya Partner in the region, including Greece, Cyprus, Albania, and Malta. Dedicated to serving the contact center landscape, Barphone has a robust team of 12 Avaya Authorized Engineers in the entire solution portfolio encompassing UC and contact centers. We are also proficient in computer telephony Integration and automated applications development for Interactive Voice Response (IVR).

3) Please tell us about your unique products and services that you offer to the contact center industry.

By harnessing the power of Avaya, contact center managers can seamlessly connect their agents to customers by integrating communications across all the devices.

Our subject matter experts invest ample amount of time analyzing customer requirements, comprehending predicaments and objectives, and subsequently crafting best contact center and Unified Communications solutions that are scalable and sustainable

With our unique expertise, we enable clients to capture all the interactions, in various channels, through their contact center solution. With access to holistic data, the clients can identify the actual patterns of customer engagement. These patterns allow the clients to orchestrate meaningful interactions. The real-time and historical end-to-end insights into the customer journey help contact center managers make informed decisions, enhance agent-customer interactions, and drive customer loyalty. Our robust platform also creates a single unified view of customer engagement.

Owing to Barphone’s prowess in the realm of Avaya, contact centers have been able to achieve increased productivity by managing different modes of conferencing, including high-scale audio conferencing, extensive web collaboration, and rich multi-vendor HD video, all in one platform. By leveraging Avaya-based contact center solutions, clients are able to improve workflow automation along with collaboration and communication in real-time within the team. Through Barphone’s Avaya solutions, clients are able to support any device—mobile, web, or landline—at any point in their interaction. Regardless of the locations, devices, and applications, clients can utilize telephony, messaging, conferencing, contact center, video, and unified communications, all in a flexible Avaya platform.

4) As a consultant, what is your approach to identify client requirements and how do you deliver solutions?

Our subject matter experts invest ample amount of time analyzing customer requirements, comprehending predicaments and objectives, and subsequently crafting best contact center solutions that are scalable and sustainable. Barphone’s proficient developers have an in-depth knowledge of Avaya platforms and their APIs that enables them to create specialized custom applications to meet customer’s specific needs.

5) Could you please talk about a case scenario wherein you helped a company with Avaya implementation?

One of our clients, a large retailer in Greece, was struggling to integrate CRM in one of their retail contact center projects. The retailer sought to provide a single interface for their agents to interact with customers and to provide better customer experience. By partnering with Barphone, the client was able to connect with their customers via various channels such as voice, online chat, email. What is more, with the help of a single agent interface the client was able to gain better outcomes and increase their productivity drastically.

6) Can you share details of the firm’s plans pertaining to new solutions and technologies that could play a role in the company’s offerings in the near future?

Moving forward, Barphone is all set to build innovative applications on Avaya platform that will deliver greater collaboration and communication capabilities to our clients. The company is excited to continue as an advanced Avaya service expert partner and establish their presence across the globe.

Cloud will be the major trend in 2018 both for Avaya andfor Barphone. The company is planning to host Avaya solutions in one of the most prominent data centers in Greece and launch UCaaS and CCaaS solution while delivering IP Telephony-as-a-Service in the first quarter of 2018.