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Avaya Enhances Contact Center Solutions for Omnichannel Customer Experience Management
Avaya's latest Customer Experience Management solution unifies and simplifies multichannel self-service and proactive engagement with a single, software platform.
Posted Mar 11, 2014
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Avaya today announced several enhancements to its Customer Experience Management solutions to 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.

Avaya Customer Experience Management (CEM) solutions enable companies to centralize and orchestrate all mobile, Web, and contact center interactions that occur throughout a customer care cycle. Companies can now 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.

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 allow users 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 Avaya Aura Contact Center.
  • Intelligent Customer Routing helps optimize 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 Avaya Aura Contact Center, 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 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.

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

"True integration of the customer experience across all available communications channels, devices, and applications is the holy grail of customer service, and Avaya is one of the few vendors that offer it today. Using a single platform to design and deliver an omnichannel experience will enable the consistency, insight, and operational benefits both companies and customers want today," said Nancy Jamison, principal analyst for customer contact at Frost & Sullivan.


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