BASKING RIDGE, N.J. – Avaya Inc. has introduced new capabilities to its Customer Interaction Suite.
They include the ability to deliver live or streaming video while providing a complete view of the customer experience. All enterprise resources from the contact center to sales offices to supply chain to billing to other support functions can be instantaneously engaged to serve customers cost-effectively, regardless of location, the company said.
It also said enterprises will be able to manage and tailor the customer experience through the use of real-time monitoring and historical data analysis tools called Avaya IQ.
With the latest enhancements, Avaya said organizations will be able to
–– connect consumers to remote product experts via live video through integrated voice/video kiosks, rather than referring shoppers to toll-free numbers or less personal Internet content;
— Increase customer satisfaction while reducing live agents costs by streaming video self-help topics to a customer’s browser on a PC or a smart mobile phone;
— route customers calling in to agents supporting the best offers for the customer type. The agent can then leverage the customer’s preferred communications approach, such as voice, e-mail or streaming video, to introduce the product or service.
