Avaya,
a global provider of business communications and collaboration solutions and
services, announced new contact center products that address the challenges
businesses face in delivering superior customer sales and service in a
multimedia world.

 

The
new products help improve both agent-assisted and automated service to drive
more personalized and seamless customer experiences across today’s growing
array of media channels.

 

Forty
percent of consumers prefer alternate methods of contact  for customer service. Avaya’s new contact center applications
address this trend by enhancing service across many communications modes. They
assemble customer context and match it to the right agent in a real-time
collaborative session.

 

This
reduces a customer’s need to repeat information and increases first contact
resolution, which can improve customer satisfaction and revenue, and drive
competitively-differentiated service.

 

Both
products also improve investment protection. Avaya Aura Contact Center 6.2’s
multimedia capabilities are now unified with Avaya’s automatic call
distribution application, Avaya Aura Call Center Elite, enabling unified
desktop, reporting and administration.

 

Avaya
Experience Portal software and tools unify migration of standards-based
applications from Avaya Interactive Response, Avaya Media Processing Server and
prior releases of Avaya Voice Portal.

 

One
of our goals as a technology solutions provider is to help clients find the
most productive way to deliver customer service. This means serving customers
through a range of multimedia channels, including web chat, e-mail and now,
social media. In the past, this could be costly and require lots of
customization,” said Mike Taylor, chief
technology officer, SPS.

 

Now, Avaya Aura Contact Center 6.2 makes multimedia service simple and
cost-effective by bringing many capabilities, like web chat and reporting, into
a single solution. We offer it to our clients — and use it in our own customer
service strategy,” Taylor added.

 

“Today’s
consumers use many more modes of communications — e-mail, text, video and
social media. As these multimedia requirements evolve into ‘transmedia’ needs
— characterized by the seamless transfer of information across all kinds of
communications — companies must effectively integrate all of these modes for
consistency. Avaya addresses this with products driving high-quality customer
experiences across various media, turning those experiences into competitive
assets,” said Onkar Birk, general
manager, Avaya Contact Center Division.

 

By TelecomLead.com Team
[email protected]