Avaya recently announced its Aura Contact Center with improved collaboration, integrated social media and greater scalability. In a related announcement, Avaya also introduced new services and capabilities to help businesses more effectively incorporate social media into their customer sales and service strategy.
The new products target shifting customer needs for multimedia contact since, according Avaya estimates, some 40% of consumers prefer alternate methods of contact for customer service. The latest contact center applications are designed to enhance service across many communications modes by assemble customer context (like history, account number, etc.) and match it to the right agent in a real-time collaborative session.
NEW TOOL: Avaya offers help addressing social-media blowback
Collaboration with experts is enabled with Avaya Session Manager so that when a customer arrives, the customer service agent’s screen displays appropriate experts to handle the query along with the experts’ availability via presence.
Integrated social media is also available with the agent desktop using the Avaya Social Media Manager, providing agent-to-customer communication by capturing and responding to relevant tweets and Facebook updates. The feature incorporates social media into the single view that agents can use for managing multimedia customer interactions. Other key features provided by the Social Media Manager: automatic monitoring of customer feedback using key words or phrases set by a business; sentiment tracking by assigning a score to social media communications such as tweets; and suggested responses for employees handling social media-driven customer inquiries.
In addition to the product enhancements, Avaya also launched new consulting services to help businesses integrate a social media channel into their customer sales and service strategy. The services are tailored according to a business’ specific requirements and guide the company through a customer service evolution using social media.
In other Avaya-related news, the company has sponsored another “for dummies” book — this time on collaboration. Forwarding the premise that collaboration is the foundation of unified communications, the guide helps readers understand the power of collaboration and how to “reap the benefits of increased productivity, greater profitability, and better differentiation.” “Collaboration for Dummies” is available from Webtorials (for free) and can be downloaded here. Our thanks to Avaya and Webtorials for providing another valuable reader resource.
