Avaya Unveils Customer Experience and Managing Multichannel Interactions Tools

Avaya has rolled out Avaya Customer Experience Management solutions that include new tools for mining and analyzing data, applications for expanding and synchronizing multichannel customer interactions and deployment options for virtualized environments.


Avaya Customer Experience Management solutions aim to provide enterprises with more personalized, seamless interactions that are built on a greater understanding of a customer's situation, preferences and value. Avaya said that the technology can help companies deliver a brand experience that grows net promoter scores and, drives greater revenue.


Avaya Customer Experience Management solutions include:


  • Avaya Speech Analytics: integrates the voice of the customer into performance management practices. Avaya Speech Analytics mines voice-based customer interactions to deliver business intelligence that might otherwise be missed in text-based or manual analyses for insights that can drive process improvements, support regulatory compliance and identify new sources of revenue.


  • Avaya Aura Call Center Elite Multichannel: layers multichannel capabilities (including Web chat, social media, SMS, IM, and e-mail) onto the company's call center software. Call Center Elite Multichannel makes it easier for organizations to add new access channels and manage cross-channel customer experiences. Existing Call Center Elite users can add multichannel with minimal disruption to operations or reporting systems.


  • Avaya Automated Chat: integrates with live chat support to deliver more responsive, personalized online service. Avaya Automated Chat can improve customer satisfaction with faster, more accurate responses delivered through an intelligent response engine and streamline the transition from self-service to live service. Agent resources can be used more effectively and lower the cost of serving customers. An optional feature, Answer Desk, allows non-chat agents to tap the automation engine to quickly get answers for their non-chat customer contacts.


  • Avaya Contact Flow Analytics: enables organizations to identify and remedy call flow issues through a number of visualization tools, including flow graphs, dashboards and tabular reports. Currently available through Avaya Professional Services, Contact Flow Analytics provides information about the effectiveness and efficiency of routing, agent performance and the overall customer experience.


With the addition of Avaya Aura Call Center Elite Multichannel, Avaya now provides a complete virtualization solution for contact centers. Avaya Customer Experience Virtualized Environment provides organizations with Avaya contact center applications such as skills-based routing, multi-channel interactions, reporting and self-service capabilities optimized for VMware environments.