Avaya Unveils Contact Center Solutions Enabling Companies Improve the Omnichannel Customer Experience



Avaya has enhanced its Customer Experience Management (CEM) 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.

According to a recent Avaya survey, 93 percent of business managers recognize that not providing a holistic, personalized, proactive customer experience has potential consequences which can include lost customers, missed sales opportunities and lower revenue, and reduced loyalty.

“Companies can no longer afford to maintain the status quo by relying on older contact centre technologies thinking the expense and disruption of an upgrade will put their operations at risk,” said Mark de la Vega, vice president and general manager, Customer Experience Management Solutions, Avaya, in a statement. “The bigger picture is that if they don’t address the changing customer demands their entire business is already at risk. Avaya enables companies to close the gap between what customers expect today and help companies build truly legendary experiences – one interaction at a time.”    

Avaya 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, the company said. 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 center, and enable a consistent, omnichannel customer experience that’s missing from many customer service strategies today.  

The new capabilities are available now and offered through the following applications:

  • Avaya Aura Experience Portal 7.0 is Avaya’s application platform for omnichannel inbound and outbound self-service and contact routing applications from Avaya and Avaya DevConnect Partners. The latest release builds on the platform’s open, Web services-based architecture with support for two-way SMS and email. New zoning capabilities make it easier to localize delivery of customer care calls and reduce network charges.
  • Proactive Outreach Manager brings together management of all outbound communications -- from agent-based predictive dialing campaigns to automated voice, email, SMS alerts and services -- into a single solution managed on the Avaya Aura Experience Portal. The new release supports agent-based predictive dialing with both Avaya Aura Call Center Elite and the latest release of AvayaAuraContactCenter. 
  • Intelligent Customer Routing helps optimize each and every interaction through real-time visibility into caller intent, cross channel interaction history and other business insights. The latest release allows even finer control based on target service levels, enterprise resources, and customer segmentation.

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 AvayaAuraContactCenter, allows developers to create self-service and agent workflows across mobile, SMS, email, social, and other contact center 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 are planned to be generally available later this year.