Avaya extends LINE support

Source: Avaya. Customers can use LINE to call Avaya-backed contact centres.

Avaya has enhanced portfolio integration with LINE Customer Connect, the customer support service for businesses offered by LINE Corporation. LINE is the most popular messaging app in Japan, Thailand and Taiwan, with about 218 million monthly active users.

The expanded partnership is another step toward enabling contact centres using Avaya Japan systems to provide true omnichannel support to end users. The expanded relationship provides support for free LINE calls on Avaya Japan’s contact centre system, enabling businesses to significantly reduce the cost of toll-free calling.

The increased integration of different channels and added support for the LINE free calling function will enable end users to seamlessly move between chat and VoIP (voice over Internet protocol) on the LINE app while receiving customer support from businesses.

In addition to significantly reduce the costs of toll-free calling, agents at operating companies will have seamless access the preceding LINE chat conversation on the Avaya contact centre system screen. Avaya’s call-routing feature will allow the agent to continue conversations started on chat or LINE free calls without disruption in the flow of communication.

Users can connect from a company’s customer support website without having to dial a telephone number, and can seamlessly integrate chat and phone functionality on the same LINE app, allowing them to choose their preferred method of support.

“With the new integration enhancements, we are able to offer an overwhelming advantage to contact center operating businesses, with significant reduction in calling costs. This is a benefit that could not have been achieved without integration with LINE. We want to continue to explore collaboration with various companies as we seek to achieve true contact center omnichannel support that enables instant integration of various channels,” said Hideki Wachi, Country MD, Avaya Japan.

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The beta version will be offered in spring this year (editor's note: roughly Q1 to Q2) with the official launch is scheduled for the summer of 2017 (editor's note: roughly Q2 to Q3).