New Avaya Contact Center Solutions Target 'Omni-channel' Customer Experience

Company Outlines Plans for Future Collaboration Products

Avaya has announced enhanced Customer Experience Management (CEM) solutions intended to help businesses better manage all mobile, web and contact center interactions that take place during a  customer care cycle. The latest features are designed to enable a consistent, omni-channel customer experience.

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

Avaya’s new capabilities, available now, are  integrated with other Avaya platforms.  Web services-based support is available for two-way SMS and email. New zoning capabilities facilitate localized delivery of customer care calls.   The new release also supports agent-based predictive dialing, offering real-time visibility into caller intent, cross channel interaction history and other business insights. Enhanced control is delivered based on target service levels, enterprise resources, and customer segmentation.

Avaya also provided a preview of future products including the evolution of the Avaya Aura® Collaboration Environment that will “build on these capabilities to enable simplified context management, enterprise work assignment, real-time speech analysis, WebRTC and more,” according to the company’s news release.   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.

 Mark de la Vega, vice president and general manager, Customer Experience Management Solutions, Avaya commented in a statement on the evolution, saying  “Companies can no longer afford to maintain the status quo by relying on older contact center 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 . . .  one interaction at a time.”   

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