Avaya puts emphasis on Customer Experience

Avaya has unveiled new, next generation analytics and customer interaction solutions that help harness the power of big data and the growing number of ways that customers want access to companies. New Avaya Customer Experience Management solutions bring powerful new tools for mining and analysing data, applications for expanding and synchronising multichannel customer interactions and deployment options for virtualised environments. The new solutions help companies improve and streamline the customer experience through any access point at any moment in the customer lifecycle while increasing efficiency and adaptability in business operations.

Avaya’s Customer Experience Management analytics and multichannel solutions allow organisations to proactively address the multifaceted requirements and expectations of customers today. Many current technologies limit the ability to create an accurate picture – or contextual awareness – of the customer’s experience, their needs and behaviours. The growing number of customer interaction channels generates new challenges to delivering service across channels, yet also provide organisations with more opportunity than ever to extract valuable insights through smart analytics.

Avaya Customer Experience Management solutions enable enterprises to offer more personalised, seamless interactions that are built on a greater understanding of a customer’s situation, preferences and value. Avaya’s unique solutions help companies deliver an exceptional brand experience that grows net promoter scores and ultimately, drives greater revenue.

With the addition of Avaya Aura Call Center Elite Multichannel, Avaya now delivers a complete virtualisation solution for contact centres. Avaya Customer Experience Virtualized Environment provides organisations with Avaya contact centre applications such as skills-based routing, multi-channel interactions, reporting and self-service capabilities optimised for VMware environments. Avaya Customer Experience Virtualized Environment enables companies to simplify and accelerate deployment of sophisticated contact centre applications while maintaining world-class functionality and reliability.

To support the growing demands on organisations, Avaya Contact Center Optimization services from Avaya Professional Services offers full customer experience management lifecycle consulting to determine the right solution for any situation. Avaya Contact Center Optimization services draw on the skills of Avaya consultants who are specialists in business strategy, solution road mapping and operational improvement, as well as experts at building and optimizing applications that improve customer experience and integrate into any business and technology environment.

Mark de la Vega, Vice President & General Manager Contact Center Business Unit, Avaya commented “Companies today are struggling to keep pace with serving customers the way they need to be served to increase their lifetime value. Customers want convenience, but on the business side, delivering on convenience can be incredibly complex. Avaya’s customer experience management analytics tools coupled with our multichannel interaction solutions replaces guesswork with certainty to support strategic decisions that enable a more personal, streamlined experience that is integrated across channels throughout the customer’s journey.”

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