Avaya Japan enhances integration with LINE customer connect  for contact center operators

Avaya announced it has enhanced integration with “LINE Customer Connect," the customer support service for businesses offered by LINE Corporation. The expanded relationship provides support for LINE free calls on Avaya Japan’s contact center system, enabling businesses to significantly reduce the cost of toll-free calling. 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 centers using Avaya Japan systems to provide true omni-channel support to end users. The expanded 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.

■ Benefits to contact center operating companies

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 center 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..

■ Benefits to customers (end users)

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.