Avaya announces New Contact Centre Solutions

Avaya has announced new and enhanced Customer Experience Management solutions to help businesses eliminate the fragmented, high-effort service that jeopardizes customer loyalty and revenue growth. From a single software platform, new capabilities increase reach and bring every aspect of the customer experience into a seamless, dynamic stream with greater, real-time visibility into interactions and contextual information. The end-result is a transformed customer experience built one interaction at a time.
Avaya Customer Experience Management (CEM) solutions help deliver that holistic, proactive experience by enabling companies to centralize and orchestrate all mobile, web and contact centre interactions that occur throughout a customer care cycle. Companies can now easily design and manage interactive proactive outreach and self-service applications over SMS and email along with existing mobile, phone, video, and other touch points from a single platform. By doing so, companies have greater visibility, insights, and control across mobile, web and the contact centre and enable a consistent, omni-channel customer experience that is missing from many customer service strategies today. 

Avaya Proactive Outreach and Intelligent Customer Routing applications run on Avaya Aura Experience Portal. Avaya Aura Orchestration Designer, which comes free with Avaya Aura Experience Portal and Avaya Aura Contact Centre, allows developers to create self-service and agent workflows across mobile, SMS, email, social, and other contact centre and web touch points.

Further, the next evolution of the Avaya Aura Collaboration Environment will build on these capabilities to enable simplified context management, enterprise work assignment, real-time speech analysis, WebRTC and more. Avaya Aura Collaboration Environment enables rapid, cost-effective solution development and repeatability. Non-developers can integrate snap-ins for drag and drop programming of real-time and long running transactions. Avaya CEM-ready now, the next release of Avaya Aura Collaboration Environment and Avaya Snap-ins will be generally available later this year.

Avaya Professional Services helps companies optimize Customer Experience Management through a complete menu of services for self-service and agent-assisted contact centre environments.