Avaya introduces new Customer Experience Management solutions

Avaya has announced new Customer Experience Management solutions which aim to help businesses “eliminate the fragmented, high-effort service that jeopardises customer loyalty and revenue growth.”

Avaya has introduced its Aura Experience Portal 7.0, an application platform for omni-channel inbound and outbound self-service and contact routing applications from Avaya and Avaya DevConnect Partners.

The latest release builds on the platform’s open, Web services-based architecture with support for two-way SMS and email.

Its Proactive Outreach Manager brings together management of outbound communications, from agent-based predictive dialing campaigns to automated voice, email, SMS alerts and services into a single solution managed on Avaya Aura Experience Portal.

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

Avaya Proactive Outreach and Intelligent Customer Routing applications run on the Aura Experience Portal.

“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,” said Mark de la Vega, Vice President and General Manager, Customer Experience Management Solutions, Avaya. “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.” 

Avaya’s CEM solutions aim to deliver a “holistic, proactive experience” by enabling companies to centralise and orchestrate all mobile, web and contact centre interactions that occur throughout a customer care cycle.

Avaya’s solutions allow companies to 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.