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Avaya Enhances Customer Experience Interaction Management Portfolio
Avaya delivers new and expanded applications for mobile, video, and social media interaction.
Posted Jun 27, 2012
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Avaya has released new and enhanced products for its Customer Experience Interaction Management portfolio, enabling companies to serve more customers through more channels while providing a streamlined, orchestrated experience for customers, agents, and managers.

Avaya has added the following enhancements to its Customer Experience Interaction Management portfolio:

  • Mobile: Avaya Customer Connections Mobile enables a customer to navigate dynamic smartphone menus that guide them through self-driven inquiries and tasks. If further assistance is needed, the customer can request to be connected to an available expert. An estimated wait time is provided if no agent is immediately available; customers can choose to wait, request an immediate return call or schedule one for a more convenient time. All customer information from the start of the activity is carried throughout the entire interaction, from self-service through assisted, for a seamless service experience that eliminates the need for the customer to repeatedly provide the same information.
  • Social Media: Avaya continues its focus on enabling companies to efficiently encompass social media within the contact center. Avaya Social Media Manager adds support for additional languages and integration with more social media sites, including Google Alerts, RSS, and YouTube, in addition to Facebook and Twitter.
  • Web Video: Avaya One Touch Video helps enable faster, richer customer collaboration and resolution to build better relationships. A simple hyperlink embedded on a Web page or sent via email enables voice and video collaboration between agents, experts, or other enterprise employees and end users outside of the enterprise who have access to any Internet-connected device with a browser.
  • Routing Optimization: Avaya Aura Call Center Elite delivers significant increases in performance, consolidates and simplifies administration, and reduces hardware, upgrade, and maintenance costs. Call Center Elite 6.2 can now help customers handle up to twice the calls in any given time period compared to previous versions of the product. In addition, new Avaya 96x1 phones are tailored to contact center agent needs, enabling fast access to common agent features and embedded agent greetings. Companies can buy these new phones as SIP or as H.323 and later convert them to SIP endpoints for investment protection as their needs evolve.

Avaya Customer Experience Management solutions are enabled by Avaya Aura, a flexible, centralized architecture from which companies can  support multiple locations and services, including local, remote and home agents, with streamlined, simplified management. Avaya Customer Experience Interaction Management solutions are also supported by Avaya CS1000 in stand-alone environments or integrated with Avaya Aura.

"Social Media Manager will allow the Minnesota Wild to stay more closely connected to its fans. As we migrate away from a social media strategy that was dominated by monologue, we can now more successfully execute a dialogue strategy that will foster more nimble and efficient communication between the Minnesota Wild, the Xcel Energy Center and its fans," said Jim Ibister, vice president of facility administration for the Minnesota Wild NHL franchise and general manager of the St. Paul RiverCentre, in a statement.

"Avaya's Customer Connection Mobile is an innovative solution that provides our customers with a unique ability for smartphones that can increase satisfaction while reducing costs. Most of our customers are seeking ways to increase self-service and improve the customer experience. Avaya Customer Connections Mobile will help them meet both of those goals while enabling the customer to connect with a live agent just at the point they need. We’re very excited about bringing best-in-class solutions such as this to our enterprise customers," added Doug Wilson, vice president of sales at DDV.

"As a provider of business and technology services for approximately 60 healthcare practices and over 200 practice sites across the U.S., Integrated Medical Partners needs to bring customers online as quickly and efficiently as possible. Prior to implementing Avaya Call Center Elite, it was a major project to bring new customers online, taking as long as several weeks. Now, from the communications perspective, it’s about 10 minutes. We have the flexibility to balance workloads among our centers; this is a big plus for optimizing resources and improving business continuity when a center might be closed due to weather, for instance.  Most importantly, we’ve reduced costs by over 50 percent while increasing our service levels. Technology like this allows us to reduce costs to our healthcare clients, allowing them to shift resources to focus on patient care," said Steve Goodman, chief information officer at Integrated Medical Partners.


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