SANTA CLARA, Calif., March 5 — Avaya today announced next generation analytics and customer interaction solutions that help big data and the number of ways that customers want access to companies. New Avaya Customer Experience Management solutions bring new tools for mining and analyzing data, applications for expanding and synchronizing multichannel customer interactions and deployment options for virtualized environments. The new solutions help companies improve and streamline the customer experience through any access point at any moment in the customer lifecycle.
Avaya's Customer Experience Management analytics and multichannel solutions allow organizations to address the multifaceted requirements and expectations of customers today. Avaya Customer Experience Management solutions allow enterprises to offer personalized interactions that are built on a greater understanding of a customer's situation, preferences and value. Avaya's solutions help companies deliver a brand experience that grows net promoter scores — now with new capabilities:
- Avaya Aura Call Center Elite Multichannel layers multichannel capabilities — including web chat, social media, SMS, IM, and email — onto the world's leading, most reliable call center software. Call Center Elite Multichannel makes it easier for organizations to add new access channels and manage cross-channel customer experiences. Existing Call Center Elite users can add multichannel with minimal disruption to operations or reporting systems.
- Avaya Automated Chat integrates with live chat support to deliver more responsive, personalized online service. Avaya Automated Chat can improve customer satisfaction with faster, more accurate responses delivered through an intelligent response engine and streamline the transition from self-service to live service. Agent resources can be used more effectively and lower the cost of serving customers. An optional feature, Answer Desk, allows non-chat agents to tap the automation engine to quickly get answers for their non-chat customer contacts.
- Avaya Speech Analytics integrates the actual voice of the customer into performance management practices. Avaya Speech Analytics mines voice-based customer interactions to deliver business intelligence that might otherwise be missed in text-based or manual analyses for insights that can drive process improvements, support regulatory compliance and identify new sources of revenue.
- Avaya Contact Flow Analytics enables organizations to identify and remedy call flow issues through a number of visualization tools, including flow graphs, dashboards and tabular reports. Currently available through Avaya Professional Services, Contact Flow Analytics provides information about the effectiveness and efficiency of routing, agent performance and the overall customer experience.
With the addition of Avaya Aura Call Center Elite Multichannel, Avaya has a virtualization solution for contact centers. Avaya Customer Experience Virtualized Environment provides organizations with Avaya contact center applications such as skills-based routing, multi-channel interactions, reporting and self-service capabilities optimized for VMware environments. Avaya Customer Experience Virtualized Environment enables companies to accelerate deployment of sophisticated contact center applications.
"Avaya's Speech Analytics technology reveals the DNA of the call. It breaks down the call into its different components: the who, the what, the why. Our understanding of the client's business, coupled with our experience as operators and consultants, allows us to then turn that information into action," said David Naylor, Head of Analytics, Ember Services.
"Avaya's customer experience management analytics tools coupled with our multichannel interaction solutions replaces guesswork with certainty to support strategic decisions that enable a more personal, streamlined experience that is integrated across channels throughout the customer's journey," said Mark de la Vega, Vice President & General Manager Contact Center Business Unit, Avaya.