GEC NEWS WIRELatest solution unifies and simplifies multichannel self-service and proactive engagement with a single, software platform
Avaya announced new and enhanced Customer Experience Management 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.
The new capabilities are available now and offered through the following applications:
Avaya Aura Experience Portal 7.0 is Avaya’s market-leading application platform for omni-channel 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 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 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 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.
