Avaya Holdings has unveiled the latest advancements to its Avaya IX Contact Centre portfolio, which offer capabilities that enable increasingly valuable, intelligent experiences to be easily added for Avaya’s large installed base of contact centre customers. 
The global tech firm will showcase these solutions during its participation at the upcoming GITEX Technology Week in Dubai, which will be held from 6th to 10th October.
Avaya IX Contact Centre innovations have been implemented and tested in production environments by organisations across the globe and come in response to specific client requests aimed at improving customer and employee experiences that bolster brand image as well as reduce high operational costs. Both installed base and greenfield customers can add real-time insights for agents and managers to enhance customer experiences, easily connect agents with experts throughout the organisation to give customers fast answers, and greatly improve channel-independent collaboration.
“Brands are built on the great experiences that employees deliver to customers, starting with the contact centre, and Avaya continues to introduce customer-led innovations for our contact centre portfolio that enable better experiences to build great brands,” said Chris McGugan, senior vice president, Solutions & Technology, Avaya.
“Contact centres are the cornerstone of creating Experiences that Matter for organisations and their customers, and the innovations we are introducing today, including new AI capabilities, can enhance business outcomes by helping to improve the customer journey,” he added.
The new innovations now available for Avaya IX Contact Centre include the Avaya IX Teamspace, which deepens integration with the back office by providing open, rich media chat and messaging capabilities between customers, agents and back-office staff, for easier, faster, real-time communication and collaboration. Another new solution is the Avaya IX Dashboard, an open, modular, extensible dashboard that delivers an up-to-the-second snapshot of the performance of the customer journey and associated CX, enriched with easily accessible analytics.
Lastly, Avaya also introduced Agent Scripting, a flexible, browser-based call flow scripting platform that provides the ability to define in- and out-bound call flows. It provides on-screen, step-by-step guidance to better navigate customer interactions.
“These capabilities have been developed through Avaya’s efforts to directly address specific customer needs,” said Yaser Alzubaidi, senior director of Digital Engagement Solutions, Avaya. “Originally created as specific applications aimed at solving high priority use cases, these new features are now widely available as compelling offerings in the Avaya IX Contact Centre portfolio, which will bring huge benefits to a large number of contact centres.”
Avaya will showcase innovations in contact centre and unified communication that transform experiences for customers and employees, at its stand at GITEX Technology Week 2019, under the theme ‘The Art of Experience.’
Visitors to the trade show can see Avaya’s latest innovations in action at the company’s stand, C10 in Za’abeel Hall.
