Avaya, a Gartner Magic Quadrant Leader for Contact Center Infrastructure for 15 consecutive years, has unveiled customer engagement innovations that meet customer expectations where the rules of the game have changed:
At Enterprise Connect started yesterday in Orlando, FL., Avaya will reveal key innovations that redefine the customer experience battleground and keep companies ahead of the curve, based on technology that supports more than 5 million agents globally. The Avaya Customer Engagement solutions –which can be implemented through a fully hosted or hybrid cloud model to help ease the transition between existing and new technologies for digital business, deliver:
Gary Barnett, SVP and GM, Avaya Engagement Solutions, said, “The competitive battleground has shifted, requiring a new type of solution and means to respond to digital customer behavior. Customer expectations today will not wait for old contact center technology to get its act together. Speed is the new currency for business transformation – businesses need to understand, predict and respond to customer needs in less time than it takes for a spark to burnout. Avaya is the only company that can rapidly elevate the customer end game without the disruption typical of massive technical change.”
Customer defined experiences for all channels and devices – traditional voice, web & mobile chat, social, email, WebRTC-enabled, one-click mobile video and calling from any device, guided co-browsing and advanced customer service applications that simply snap-in without massive technical support. It also offers 360 degree customer context that makes it easy to map customer journeys across automated and assisted service channels. Minimized effort on behalf of the customer or business to obtain or deliver optimal service by combining analytics and automation.
