LINE Integrates Chat Feature with Avaya's Contact Center Solution

The contact centers companies that operate today must have multichannel capabilities to ensure customers can use the many different touch points available. With the introduction of smartphones, consumers can now use audio, video and data communications to reach contact centers, and for companies that don't have these options, they run the risk of losing customers. For LINE Corporation, developer of the LINE app which currently has more than 600 million users around the world, making itself accessible in its contact center meant using Avaya's solution along with its chat feature.

LINE was founded in 2011, an in five years it has grown into a global brand with hundreds of millions of users. According to company President and CEO, Takeshi Idezawa, offering a contact Center platform with true omnichannel support was essential to improve customer satisfaction, as well as the operational efficiency of the center.

Avaya Japan is going to make it possible to integrate the LINE app with centralized management support within its contact center solution. Using an Interactive Voice Response (IVR) system, Avaya is able to make the LINE app available in its menu tree so callers can select the option to receive a message to their smartphones through the LINE app. Once the user approves the company in its circle of friends, a chat can be carried out with an agent.

"I want this partnership to be the first step as Avaya moves forward in facilitating the coordination between various channels and Avaya's contact center system. From the perspective of both increased customer satisfaction and contact center operational efficiency, we will continue to offer a contact center solution with true omnichannel support," said Hideki Wachi, Country Managing Director, Avaya Japan.

The LINE app will be coordinated with Avaya's Contact Center System in real time so customers and agents can interact immediately. The integration of the contact center system brings the entire history of each customer to live agents so they can better respond to the problems within the chat session.

The Avaya Contact Center System has a single interface for managing all customer interactions that lowers call volume while improving efficiency using low cost channels like chat and SMS/text. For companies like LINE with hundreds of millions of users, having its customers migrate from voice to SMS/text to get in touch with its agents will yield significant cost benefits right away. 

Edited by Maurice Nagle