Enterprise Solutions News

Avaya Announces New Contact Center Solutions

Says the solution unifies and simplifies multichannel self-service with a single, software platform

Avaya has released new and enhanced Customer Experience Management solutions to help businesses eliminate the fragmented, high-effort service that jeopardizes customer loyalty and revenue growth.

From a single software platform, new capabilities increase reach and bring every aspect of the customer experience into a seamless, dynamic stream with greater, real-time visibility into interactions and contextual information. The end result is a transformed customer experience built one interaction at a time.

Avaya Customer Experience Management (CEM) solutions help deliver that holistic, proactive experience by enabling companies to centralize and orchestrate all mobile, web and contact center interactions that occur throughout a customer care cycle. Companies can now easily 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 greater visibility, insights, and control across mobile, web and the contact center and enable a consistent, omni-channel customer experience that’s missing from many customer service strategies today.

“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 between what customers expect today and help companies build truly legendary experiences – one interaction at a time,” said Mark De La Vega, VP and GM (Customer Experience Management Solutions), Avaya.

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