2 min read

Avaya wants to put an end to fragmentation

InfrastructureAvaya

With the release of new contact centre solutions from Avaya, the Santa Clara, Calif.-based vendor wants to help eliminate the fragmented, high effort service that frustrates customers and decreases revenue growth.

The latest from Avaya is being released under the Customer Experience Management banner and looks to help channel partners unify multi-channel self-service solutions on a single platform. It will also combine SMS, email, and phone-based campaigns for the customer, while coordinating services and resources based on real-time insights.

Recently Avaya conducted a business survey where they found that 93 per cent 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. The Avaya Customer Experience Management system or CEM can centralize and orchestrate all mobile, Web and contact centre interactions that occur throughout a customer care cycle.

According to Avaya, companies can now design and manage interactive proactive outreach and self-service applications over SMS and email along with existing mobile, phone, video, and other touch points from a single platform. By doing so, companies have witness greater visibility, insights, and control across mobile, Web and the contact centre.

Nancy Jamison, principal analyst, customer contact for Frost & Sullivan, said true integration of the customer experience across all available communications channels, devices and applications is the holy grail of customer service, and Avaya is one of the few vendors that offer it today.

“Using a single platform to design and deliver an omni-channel experience will enable the consistency, insight and operational benefits both companies and customers want today,” she added.

CEM is being offered by Avaya DevConnect channel partners through the following applications:

Avaya Aura Experience Portal 7.0 for omni-channel inbound and outbound self-service;

Proactive Outreach Manager for the management of all outbound communications;

Intelligent Customer Routing for optimizing interactions through real-time visibility into caller intent, cross channel interaction history and other business insights.

Avaya also said that the next evolution of the Avaya Aura Collaboration Environment will build on these capabilities to enable context management, enterprise work assignment, real-time speech analysis, and WebRTC.