Welcome!

Release Management Authors: David H Deans, Liz McMillan, Jnan Dash, Lori MacVittie, Gilad Parann-Nissany

Blog Feed Post

New Avaya Contact Centre Solutions Help Companies Master the Omni-Channel Customer Experience

  • Latest solution unifies and simplifies multichannel self-service and proactive engagement with a single, software platform
  • Transforms customer service strategies with combined SMS, email, and phone-based campaigns that increase results
  • Intelligently coordinates services and resources based on real-time insights

Guildford, UK - 11 March, 2014 - Avaya today announced new and enhanced Customer Experience Management solutions to help businesses eliminate the fragmented, high-effort service that jeopardises 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.

According to a recent Avaya survey[1], 93% of business managers recognise that not providing a holistic, personalised, proactive customer experience has potential consequences which can include lost customers, missed sales opportunities and lower revenue, and reduced loyalty.

Avaya Customer Experience Management (CEM) solutions help deliver that holistic, proactive experience by enabling companies to centralise and orchestrate all mobile, web and contact centre interactions that occur throughout a customer care cycle. Companies can now easily 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. By doing so, companies have greater visibility, insights, and control across mobile, web and the contact centre, and enable a consistent, omni-channel customer experience that's missing from many customer service strategies today.

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 localise delivery of customer care calls and reduce network charges.
  • Proactive Outreach Manager brings together management of all outbound communications -- from agent-based predictive dialling 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 dialling with both Avaya Aura Call Center Elite and the latest release of Avaya Aura Contact Center.
  • Intelligent Customer Routing helps optimise 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 centre 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 rapid, cost-effective 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.

Avaya Professional Services help companies optimise Customer Experience Management through a complete menu of services for self-service and agent-assisted contact centre environments.

Quotes
"Companies can no longer afford to maintain the status quo by relying on older contact centre 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. Avaya enables companies to close the gap between what customers expect today and help companies build truly legendary experiences - one interaction at a time."
Mark de la Vega, vice president and general manager, Customer Experience Management Solutions, Avaya

"When we merged the two customer care solutions from Telefonica, Fixed Line and Mobile, we were dealing with a very complex situation and desperately needed to simplify our contact centre to ensure a reliable, consistent customer experience. Simplicity was critical with over 25,000 agents spread across different continents, systems and with a huge diversity of services. Since we've implemented the Avaya Contact Center solution we have been able to dramatically improve service and realise faster times to market for new programs and services"
Mario Soro Fernandez, CRM director, Telefonica Spain

"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 omni-channel experience will enable the consistency, insight and operational benefits both companies and customers want today."
Nancy Jamison, principal analyst, Customer Contact, Frost & Sullivan

Additional Resources
Avaya Connected Blog: The Doctor Will Text You Now

[1] The survey was commissioned by Avaya and conducted by Dynamic Markets Limited. It details research with business managers in large companies and with adult consumers. The 13 countries covered are UK, Germany, the Netherlands, Russia, US, Canada, Singapore, Japan, India, China, Australia, Mexico and Brazil. For the business sample, 1268 interviews were collected with respondents who confirmed prior to interview that as part of their job they come into contact with customers and / or prospects. They also confirmed that they operate at middle manager level and above, and that in total their organisation has at least 1,500 employees or more. The quantitative interviews were conducted online between 22nd January and 4th March 2014. Before and during the interviews, respondents were not aware that Avaya had commissioned the research.

About Avaya
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit http://www.avaya.com/.

Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at http://www.sec.gov/. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.

Avaya Media Contact:
Emilie Bernoux
P: +44 207 306 9000
[email protected]

Source: RealWire

Read the original blog entry...

More Stories By RealWire News Distribution

RealWire is a global news release distribution service specialising in the online media. The RealWire approach focuses on delivering relevant content to the receivers of our client's news releases. As we know that it is only through delivering relevance, that influence can ever be achieved.

@ThingsExpo Stories
SYS-CON Events announced today that Calligo, an innovative cloud service provider offering mid-sized companies the highest levels of data privacy and security, has been named "Bronze Sponsor" of SYS-CON's 21st International Cloud Expo ®, which will take place on Oct 31 - Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Calligo offers unparalleled application performance guarantees, commercial flexibility and a personalised support service from its globally located cloud plat...
"We are focused on SAP running in the clouds, to make this super easy because we believe in the tremendous value of those powerful worlds - SAP and the cloud," explained Frank Stienhans, CTO of Ocean9, Inc., in this SYS-CON.tv interview at 20th Cloud Expo, held June 6-8, 2017, at the Javits Center in New York City, NY.
Internet of @ThingsExpo, taking place October 31 - November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 21st Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The Internet of Things (IoT) is the most profound change in personal and enterprise IT since the creation of the Worldwide Web more than 20 years ago. All major researchers estimate there will be tens of billions devic...
"The Striim platform is a full end-to-end streaming integration and analytics platform that is middleware that covers a lot of different use cases," explained Steve Wilkes, Founder and CTO at Striim, in this SYS-CON.tv interview at 20th Cloud Expo, held June 6-8, 2017, at the Javits Center in New York City, NY.
"We provide IoT solutions. We provide the most compatible solutions for many applications. Our solutions are industry agnostic and also protocol agnostic," explained Richard Han, Head of Sales and Marketing and Engineering at Systena America, in this SYS-CON.tv interview at @ThingsExpo, held June 6-8, 2017, at the Javits Center in New York City, NY.
SYS-CON Events announced today that DXWorldExpo has been named “Global Sponsor” of SYS-CON's 21st International Cloud Expo, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Digital Transformation is the key issue driving the global enterprise IT business. Digital Transformation is most prominent among Global 2000 enterprises and government institutions.
SYS-CON Events announced today that Datera, that offers a radically new data management architecture, has been named "Exhibitor" of SYS-CON's 21st International Cloud Expo ®, which will take place on Oct 31 - Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Datera is transforming the traditional datacenter model through modern cloud simplicity. The technology industry is at another major inflection point. The rise of mobile, the Internet of Things, data storage and Big...
"We've been engaging with a lot of customers including Panasonic, we've been involved with Cisco and now we're working with the U.S. government - the Department of Homeland Security," explained Peter Jung, Chief Product Officer at Pulzze Systems, in this SYS-CON.tv interview at @ThingsExpo, held June 6-8, 2017, at the Javits Center in New York City, NY.
DX World EXPO, LLC., a Lighthouse Point, Florida-based startup trade show producer and the creator of "DXWorldEXPO® - Digital Transformation Conference & Expo" has announced its executive management team. The team is headed by Levent Selamoglu, who has been named CEO. "Now is the time for a truly global DX event, to bring together the leading minds from the technology world in a conversation about Digital Transformation," he said in making the announcement.
"MobiDev is a Ukraine-based software development company. We do mobile development, and we're specialists in that. But we do full stack software development for entrepreneurs, for emerging companies, and for enterprise ventures," explained Alan Winters, U.S. Head of Business Development at MobiDev, in this SYS-CON.tv interview at 20th Cloud Expo, held June 6-8, 2017, at the Javits Center in New York City, NY.
While the focus and objectives of IoT initiatives are many and diverse, they all share a few common attributes, and one of those is the network. Commonly, that network includes the Internet, over which there isn't any real control for performance and availability. Or is there? The current state of the art for Big Data analytics, as applied to network telemetry, offers new opportunities for improving and assuring operational integrity. In his session at @ThingsExpo, Jim Frey, Vice President of S...
SYS-CON Events announced today that DXWorldExpo has been named “Global Sponsor” of SYS-CON's 21st International Cloud Expo, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Digital Transformation is the key issue driving the global enterprise IT business. Digital Transformation is most prominent among Global 2000 enterprises and government institutions.
In his opening keynote at 20th Cloud Expo, Michael Maximilien, Research Scientist, Architect, and Engineer at IBM, discussed the full potential of the cloud and social data requires artificial intelligence. By mixing Cloud Foundry and the rich set of Watson services, IBM's Bluemix is the best cloud operating system for enterprises today, providing rapid development and deployment of applications that can take advantage of the rich catalog of Watson services to help drive insights from the vast t...
SYS-CON Events announced today that EnterpriseTech has been named “Media Sponsor” of SYS-CON's 21st International Cloud Expo, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. EnterpriseTech is a professional resource for news and intelligence covering the migration of high-end technologies into the enterprise and business-IT industry, with a special focus on high-tech solutions in new product development, workload management, increased effic...
SYS-CON Events announced today that Massive Networks, that helps your business operate seamlessly with fast, reliable, and secure internet and network solutions, has been named "Exhibitor" of SYS-CON's 21st International Cloud Expo ®, which will take place on Oct 31 - Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. As a premier telecommunications provider, Massive Networks is headquartered out of Louisville, Colorado. With years of experience under their belt, their team of...
SYS-CON Events announced today that Cloud Academy named "Bronze Sponsor" of 21st International Cloud Expo which will take place October 31 - November 2, 2017 at the Santa Clara Convention Center in Santa Clara, CA. Cloud Academy is the industry’s most innovative, vendor-neutral cloud technology training platform. Cloud Academy provides continuous learning solutions for individuals and enterprise teams for Amazon Web Services, Microsoft Azure, Google Cloud Platform, and the most popular cloud com...
SYS-CON Events announced today that Cloudistics, an on-premises cloud computing company, has been named “Bronze Sponsor” of SYS-CON's 21st International Cloud Expo, which will take place on Oct 31 - Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Cloudistics delivers a complete public cloud experience with composable on-premises infrastructures to medium and large enterprises. Its software-defined technology natively converges network, storage, compute, virtualization, and ...
SYS-CON Events announced today that CHEETAH Training & Innovation will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct. 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. CHEETAH Training & Innovation is a cloud consulting and IT training firm specializing in improving clients cloud strategies and infrastructures for medium to large companies.
SYS-CON Events announced today that Datanami has been named “Media Sponsor” of SYS-CON's 21st International Cloud Expo, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Datanami is a communication channel dedicated to providing insight, analysis and up-to-the-minute information about emerging trends and solutions in Big Data. The publication sheds light on all cutting-edge technologies including networking, storage and applications, and thei...
The current age of digital transformation means that IT organizations must adapt their toolset to cover all digital experiences, beyond just the end users’. Today’s businesses can no longer focus solely on the digital interactions they manage with employees or customers; they must now contend with non-traditional factors. Whether it's the power of brand to make or break a company, the need to monitor across all locations 24/7, or the ability to proactively resolve issues, companies must adapt to...