Avaya beefs up contact center solutions

Avaya has unveiled new analytics and customer interaction solutions designed to harness the power of big data and the growing number of ways that customers expect access. Avaya's Customer Experience Management addresses the growing number of customer interaction channels, also seeking to provide organizations with more opportunity to extract valuable insights through smart analytics. Avaya Automated Chat and Avaya Aura Call Center Elite Multichannel solutions provide options for integrated Web, social media, SMS, IM and email customer interactions.

Avaya's latest Customer Experience Management solutions offer more personalized interactions that are built on a greater understanding of a customer's situation, preferences and value, according to the company's statement.

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New speech analytics and data visualization tools have been provided by Avaya to help build customer awareness and improve service. Avaya Speech Analytics integrates the actual voice of the customer into performance management practices, mining voice-based customer interactions to deliver business intelligence that might otherwise be difficult to find in text-based or manual analyses.

Avaya Contact Flow Analytics helps identify and remedy call flow issues through a number of visualization tools, including flow graphs, dashboards and tabular reports. These are available through Avaya Professional Services, and are designed to help measure the routing, agent performance and the overall customer experience.

Avaya's latest Automated Chat integrates with live chat support to deliver more accurate responses delivered through an intelligent response engine and streamline the transition from self-service to live service.

Commenting in a statement, Ken Landoline, principal analyst, Current Analysis, said, "Contact centers should be viewed as highly strategic operations in every company, and ensuring quality and consistency across multimedia channels must be a priority. The rich data captured by these operations should be used to improve the overall customer experience, as well as to feed virtually every other aspect of the business. Organizations need to take a serious look at how they are serving their customers throughout the lifecycle and determine if that experience is how they wish to represent their company."

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