Avaya has unveiled new, next-generation analytics and customer interaction solutions that help harness the power of big data and the growing number of ways that customers want access to companies. New Avaya Customer Experience Management solutions bring new tools for mining and analyzing data, applications for expanding and synchronizing multichannel customer interactions and deployment options for virtualized environments. The new solutions help companies to improve and streamline the customer experience through any access point at any moment in the customer lifecycle while increasing efficiency and adaptability in business operations.
The need for multichannel and data analytic capabilities becomes more pronounced as Avaya’s Asia-Pacific Customer Experience Index reveals more than 60 per cent customers demand multichannel communications, and 41 per cent likely to move or have already moved their business as a result of poor customer service.
Avaya’s Customer Experience Management analytics and multichannel solutions empower organizations to address the multi-faceted requirements and expectations of customers today.
Avaya Customer Experience Management solutions enable enterprises to offer more personalized, seamless interactions that are built on a greater understanding of a customer’s situation, preferences and value.
“Companies today are struggling to keep pace with the changing customer preferences. Customers want convenience, which means being served anytime, anywhere and on any device. Avaya’s customer experience management analytics tools coupled with our multichannel interaction solutions replaces guesswork with certainty to support strategic decisions that enable a more personal, streamlined experience that is integrated across channels throughout the customer’s journey,” commented Chong Win-Lee, Managing Director, ASEAN Avaya.
