|Exam Name||:||Avaya Aura Contact Center Administration(R)|
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|Updated On||:||February 21, 2019|
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SINGAPORE, April 25, 2018 /PRNewswire/ -- Avaya Holdings Corp. (NYSE: AVYA), a leading global communications business, announced these days that it's strengthening its dedication to the business method Outsourcing (BPO) group in the Asia-Pacific area. Avaya is introducing conclusion-to-conclusion Contact center-as-a-provider (CCaaS) solutions for the Asia-Pacific market, with the primary offerings available in India and the Philippines in July 2018, followed by the relaxation of APAC by way of December 2018.
The Avaya CCaaS offerings will deliver BPOs with flexible deployment alternate options for relocating to the cloud, enabling them to deliver differentiated functions that raise team of workers efficiency and allow company tactics to be automatic. BPOs will proceed to receive the constant experiences they predict from Avaya, and be in a position to stream operations to the cloud at their personal pace, while they proceed to focus on including cost to their purchasers.
Avaya made the announcement after a committed roundtable session with main BPO shoppers in region, held as a part of the journey Avaya Asia Pacific experience taking place in Singapore these days. Avaya executives thanked BPO purchasers for his or her dedication to the enterprise, gave tips on new initiatives, and mentioned how to work together to create better mutual cost.
Avaya is actively riding digital transformation initiatives with one of the vital main BPOs in the APAC region, helping them to build pleasing and differentiated solutions that seriously change consumer journey and bring greater cost. Avaya provides contact middle solutions for the top 10 outsourcers within the Philippines, the true 5 BPOs in Japan, each main BPO in India, along with many different BPOs throughout APAC.
the new cloud choices comply with on from Avaya's acquisition this yr of Spoken Communications, a leading innovator in CCaaS solutions for commercial enterprise consumers. Spoken's cloud-native, multitenant structure is seamlessly integrated with Avaya air of secrecy and Elite applied sciences, proposing a strong architecture for Avaya's omnichannel offerings equivalent to Oceana and for its Unified Communications-as-a-carrier options. With Spoken now part of the Avaya family unit, BPOs can access voice services on the cloud for his or her US valued clientele, featuring them with improved flexibility and scalability options.
"Our relationship with the BPO neighborhood is one that is terribly beneficial to Avaya, and we're proud to were long-standing companions with so many corporations within the APAC location -- the core of our BPO ecosystem. supporting this region is a large driver of our funding, product building and go-to-market method for the BPO sector. nowadays, we're doubling down on our dedication to this group, and proposing a roadmap for our customers' transformation journeys."
Jim Chirico, President and Chief executive Officer, Avaya
"We see Avaya as a relied on companion, one that we want alongside us as we circulation forward on our transformation journey. Avaya shares our vision for leveraging rising technology developments like precise-time speech analytics and robotic system automation to radically change the client experience, and enhance productiveness, accompanied with cloud transition."
Sandip Sen, global CEO, AEGIS BPO.
"we're actively investing in rising technologies that will also be leveraged to migrate features beyond voice, and allow our BPO customers to increase efficiency, drive automation and provide more desirable flexibility in deployment. we are giving our BPO shoppers the liberty to choose the capabilities they wish to area on the cloud, while minimizing enterprise disruption and enabling them to center of attention on developing company price."
Laurent Philonenko, SVP and GM, options and applied sciences, Avaya
SANTA CLARA, CA--(Marketwired - Apr 29, 2014) -
Avaya nowadays announced Avaya Contact middle choose, the latest addition to its consumer experience administration solutions for midsized groups. Avaya Contact core select presents subtle, multichannel contact middle capabilities with the simplicity mandatory by using a midsize corporation.
Midsize groups are often challenged to supply multichannel customer care with technologies customarily constructed for bigger firms. Avaya fills the hole in intention-built midmarket communications and collaboration options to enable each mid and massive agencies to equally tackle the needs of their most strategic property: their valued clientele.
Avaya Contact middle opt for is the first of a new class of products from Avaya -- enterprise-category solutions that are optimized for the midmarket and work with the Avaya IP workplace™ Platform. Avaya Contact core opt for is according to trade-leading Avaya air of mystery® Contact middle and offers:
Avaya Contact center choose is anticipated to be frequently accessible globally in June 2014 via Avaya channel companions. Avaya Contact center choose application starts at $18,958 with 30 voice agent licenses, a multimedia license, and a supervisor license. further licenses are available on a per agent foundation.
Avaya Contact core choose is the 2d Avaya contact middle options for IP office to be introduced due to the fact the starting of the year. Avaya IP office Contact core presents multichannel capabilities for five-one hundred agents.
Led by way of the flagship Avaya IP office Platform, Avaya's midmarket portfolio presents one of the crucial finished portfolios of communique and collaboration solutions on the market. moreover the contact core options, the portfolio contains video collaboration, mobility, safety and networking options.
prices "valued clientele' wants and expectations do not trade comfortably on account of the size of a enterprise. Many midsize agencies have the same customer experience aspirations as big enterprises, however with constrained resources. Avaya Contact center opt for and Avaya IP workplace Contact core deliver the multichannel capabilities, simplicity and affordability they need in a set of solutions built just for them."Mark de la Vega, vice president, Contact core options, Avaya
extra substances Avaya Contact core solutions for Midsize organizations
Tags: Avaya, Avaya IP office, contact center, client service, customer experience, multichannel, midmarket, communications, midsize company
About Avaya Avaya is a world issuer of business collaboration and communications options, providing unified communications, contact facilities, networking and linked services to organizations of all sizes world wide. For greater advice please seek advice from www.avaya.com.
definite statements contained in this press release are ahead-searching statements. These statements may well be recognized by way of forward-looking terminology comparable to "count on," "believe," "proceed," "might," "estimate," "expect," "intend," "may additionally," "may," "plan," "abilities," "predict," "should" or "will" or other identical terminology. we've based mostly these forward-searching statements on our existing expectations, assumptions, estimates and projections. while we trust these expectations, assumptions, estimates and projections are low in cost, such ahead searching statements are most effective predictions and contain universal and unknown hazards and uncertainties, lots of which are beyond our handle. These and different critical factors may cause our exact outcomes, performance or achievements to vary materially from any future outcomes, performance or achievements expressed or implied by way of these forward-looking statements. For an inventory and outline of such dangers and uncertainties, please seek advice from Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or responsibility to replace or revise any ahead-looking statements, whether as a result of new suggestions, future events or in any other case.
comply with Avaya on Twitter, fb, YouTube, LinkedIn, Flickr, and the Avaya linked weblog
supply: Avaya Inc.
July 20, 2010 07:00 ET
New Avaya charisma™ Contact center Drives real-Time Collaboration and Agent productivity; Can increase customer satisfaction via up to 50 p.c
BASKING RIDGE, NJ--(Marketwire - July 20, 2010) - Avaya, a global chief in enterprise communications systems, application and functions, introduced its subsequent-era of contact middle options to satisfy the actual-time demands of a impulsively evolving client provider atmosphere. the brand new solutions -- which include innovations in multimedia work task, personnel optimization and outbound self-service -- can support groups more readily manage consumer experiences in an all the time-on world. These advancements power advancements in client satisfaction, agent productiveness, and price-mark downs all over contact center operations.
central to the brand new offerings is Avaya air of mystery™ Contact middle, a multimedia work task utility for mid-measurement contact facilities that connects consumers and their suggestions to the right agent or professional via any communications mode (i.e. voice, video, e mail, chat). It makes use of the Session Initiation Protocol (SIP)-based collaborative session model of Avaya™ air of secrecy -- the enterprise's company communications applications platform -- to raise the effectivity and best of consumer carrier. Avaya aura Contact center enhances the gigantic commercial enterprise options of Avaya air of secrecy call core Elite, and may serve as its multimedia extension.
Avaya aura Contact middle's collaboration capabilities help a company consider the entire context of a client interplay -- together with the client's mode of communications, historical past and latest needs. The solution additionally brings collaborative classes to customer service, doing away with the procedure of getting consumers repeat counsel to several people as they growth through a call. by means of bringing the customer, agent and professional right into a session to share assistance, a company can cut back consumer frustrations, increase first-contact decision and enhance experiences. via this strategy, Avaya aura Contact center can improve customer satisfaction through as much as 50 percent.(1)
consumer experiences are essential, yet most agencies aren't aware of the disconnect they have got with their personal shoppers. A study by using Webtorials Editorial indicates that 80 % of corporations trust they supply an excellent or superior customer experience, while handiest 20 p.c of buyers agree. moreover, eighty two % of patrons say their experience with the contact center is important or very critical of their opinion about a corporation's image.
"SIP and web capabilities enable contact centers to do what used to require tremendously custom-made and dear laptop telephony integrations (CTI) to accomplish," pointed out Drew Kraus, research vp, Gartner, Inc. "It makes multi-modal consumer carrier largely attainable, as a substitute of restrained to simply large-budget contact centers. With endured adoption of multi-modal contact centers, and an evolving social media area, SIP is a turning out to be enviornment of hobby for groups."
Avaya air of mystery Contact middle additionally allows for expanded agent productivity, given that agents now not must juggle separate communications channels throughout diverse programs. A single computer agent application can also be used to song and manipulate up to 6 forms of transactions concurrently -- one voice and 5 non-voice (email, internet chat, etc). It additionally lets businesses convey advanced work gadgets, such as on-line purposes or claims, to agent computers by the use of an 'open accepted queue,' which used to require a separate workstream. moreover, during incoming customer immediate messages or chats, the answer identifies context-sensitive key terms, that are matched up with prepared textual responses the agent can use to pace interactions. key words can even be used to create an inventory of valuable available consultants, reducing the time spent searching for them.(2)
New solutions convey end-to-conclusion event management All of modern introductions give a groundwork for end-to-end adventure management, which uses open communications so agencies can orchestrate individuals and assistance, learn customer information, convey full context to periods, and immerse brokers and valued clientele right into a collaborative session. different new options unveiled these days encompass:
The answer also includes a workforce administration software that collects assistance and historic developments from a contact core, corresponding to name volumes for a given time, to assess ideal staffing requirements. This reduces excess costs and speeds up return on funding. extra positive body of workers scheduling can cause a 20 % can charge-reduction.(4)
Outbound self-provider can force new revenues and reductions, with one customer reporting a ten % raise in payments, and $50,000 in annual discount rates from automatic appointment reminders. This answer also promises the means to manage each outbound and inbound self-carrier using an internet browser available system, simplifying administration and cutting back the prices of outbound self-carrier, for the reason that the identical systems can now be used for each functions.
different introductions encompass Avaya charisma™ call middle Elite 6.0, the new edition of Avaya's call routing application for tremendous enterprises, which now offers improved potential and contains the adaptive, predictive routing capabilities of enterprise suggest as an entitlement. The company also provides Avaya IQ 5.1, the enterprise's effective reporting and analytics solution, which gains enhanced capacity (900 simultaneous users), availability, and graphical views.
"As next-generation communications takes dangle, organizations recognize that client expectations proceed to circulate in a single direction -- up," spoke of Anthony Bartolo, normal manager, Contact center options, Avaya. "Avaya aura Contact middle and our new americans-centric collaboration solutions give the equipment to greater conveniently manage experiences, both for valued clientele and the brokers who serve them."
Avaya is the 2009 leader within the worldwide contact middle market (measured by way of contact core agent conclusion user earnings),(5) and 88 p.c of Bloomberg Businessweek's 2010 client provider Champs use Avaya contact middle options.(6)
ATGStores to carry precise-Time customer service tiers with Avaya air of secrecy Contact core A enterprise preparing to reap the advantages of Avaya air of secrecy Contact center is Washington-based ATGStores, a premier browsing destination for business specialists and homeowners eager to construct, redesign, and decorate their buildings and corporations. The online retailer points over 3 million items from more than 1,800 name manufacturer producers -- including lighting, plumbing, furnishings, hardware, home equipment, and extra.
With 96 p.c of its business conducted nearly, ATGStores counts on their contact center for using client interactions and actual-time client service. The business expects Avaya's newest offering to increase multimedia client communications, helping to increase agent productivity and customer experiences.
"Our aim is to carry 'one-contact decision' where a customer's query or problem is solved appropriate then and there," pointed out Brad Halbach, vp, ATGStores. "To do that, our brokers need to directly take note client needs, gather pertinent tips, and seamlessly usher in consultants. We require the highest quality equipment for multi-tasking throughout every kind of interactions, and Avaya charisma Contact center is the answer we've got been watching for. i'm looking forward to the utility's capacity to create collaborative periods, with key records intact."
according to Halbach, Avaya charisma Contact center is an outstanding fit for a web company like ATGStores, which has viewed web chat interactions more than double seeing that coming into use. He expects agents to benefit from managing internet chat and different consumer interactions by way of the solution's single streamlined portal, as an alternative of the usage of distinct interplay home windows. for instance, a mobilephone order for a chandelier, an internet chat on a faucet query, and an e mail inquiry about a brand new crib may also be extra readily tracked and dealt with via brokers.
ATGStores is owned with the aid of Allied change community, which owns and operates an extended household of greater than 500 on-line stores, including lights Universe, Fixture Universe and outdoor dwelling Showroom. For greater suggestions, consult with their internet web site at www.ATGStores.com.
For more information, including a detailed backgrounder on the new Avaya contact middle products and a white paper, please discuss with the Avaya press room online at: http://www.avaya.com/gcm/grasp-usa/en-us/corporate/pressroom/index.htm
be part of AVAYA FOR THE LAUNCH: Avaya will host a collection of global one-hour webcasts on contemporary announcement for purchasers, partners and different fascinated events. To register for the webcast associated with your area, please click on on certainly one of right here hyperlinks:
About Avaya Avaya is a world leader in commercial enterprise communications methods. The enterprise gives unified communications, contact centers, data options and related features directly and thru its channel partners to main corporations and agencies worldwide. organisations of all sizes rely on Avaya for state-of-the-paintings communications that enhance efficiency, collaboration, customer carrier and competitiveness. For more tips, please visit www.avaya.com.
(1) in keeping with consumer case analyze(2) function functionality according to configuration(3) supply: IT Navigator, Avaya accomplice and customer(4) supply: IT Navigator, Avaya partner and customer(5) Gartner record: Contact middle Market Share, international Totals, 2009, Drew Kraus, March, 2010(6) according to Avaya tabulation of Bloomberg Businessweek 2010 customer provider Champs checklist.
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Editor's note: This article is part of a buying guide on unified communications. The features in this series describe the evolution of UC, its use cases and the important criteria to consider when buying a UC product. The series also compares the top UC products in the market. This article gives an overview of Avaya UC products.
Along with Cisco, Microsoft and Mitel, Avaya is positioned in the leaders' quadrant in Gartner's Magic Quadrant for Unified Communications. Avaya's UC product is the Avaya Aura Platform, which includes several UC components designed to add specific functionality to the enterprise communication and collaboration infrastructure, enhancing the UC experience for users of any company size.
The Avaya UC platform is a flexible and modular solution, integrating voice, data, video, Web communication applications, mobility and many more services.Communication Manager provides UC foundation
The Avaya Aura Communication Manager is a core component of the Avaya UC platform and the foundation for delivering real-time voice, video, messaging, mobility and other UC services.
The Communication Manager registers and maintains all Session Initiation Protocol (SIP) endpoints, call routing, call queuing, prioritization of voice and video calls and much more. The product also has built-in conferencing and contact center applications -- suitable for companies with call centers and demanding conferencing needs.
The Communication Manager offers more than 700 features that are available to all users, no matter where they are working from, including office users and remote users working from home or on the road.
With this product, SIP and H.323 are fully supported, along with other industry-standard protocols. Connection with PSTN and ISDN services is possible using Avaya's media gateways, such as the Avaya G250. These media gateways work pretty much the same way as most vendors', connecting to the Aura Communication Manager and providing inbound and outbound call routing to PSTN and ISDN services.
Critical environments can also have a second Communication Manager installed, providing high-availability and uninterruptible service in case the primary server is down. Extending this redundancy model further, in the unfortunate event that both servers are down, users will automatically register to the media gateway -- if available -- and have access to basic telephony services until the servers are restored.
The Communication Manager is offered as a standalone hardware application server or a virtualized application. It runs on a Red Hat Enterprise Linux operating system, offering increased reliability, speed and smaller hardware requirements, as opposed to other non-Linux-based systems.
The Communication Manager can support up to 36,000 endpoints and 24,000 SIP trunks, making it a scalable solution for small to larger enterprises.Session Manager controls calls and costs
The Avaya Aura Session Manager is the core of Avaya's SIP-based architecture, unifying all Avaya UC services. Aura Session Manager integrates with Avaya's Aura Communication Manager, media gateways, messaging services, session border controller, conferencing, contact center and more, creating a centralized infrastructure that helps lower the total cost of ownership and administration costs.
The Aura platform can fit companies of any size, but seems well-suited for large enterprises with multiple sites and a variety of VoIP equipment.
Avaya's Aura Session Manager has the unique ability to allow enterprise-wide dial plans across multiple vendor PBX environments. It can create systemwide network routing rules to route calls in a cost-efficient manner using least-cost routing methods, alternative routing, time-of-day routing, toll avoidance and more.
Session Manager is truly an enterprise product, as it can support up to 250,000 SIP users, 350,000 SIP devices, 300,000 dial patterns, 1,000 SIP domains and many more. It supports connectivity to Cisco, Siemens, Alcatel-Lucent and other third-party PBXs, making it flexible and easy to integrate with existing infrastructure.
With a tolerance of up to 1,000-millisecond (ms) round-trip delay -- from the source to the destination and back -- it is suitable for almost any network environment, even satellite connections, which typically fluctuate between 600 to 900 ms round-trip delay.Presence Services looks to enhance collaboration
Avaya's Aura Presence Services is an Avaya UC server designed to help users collaborate more effectively by collecting and broadcasting presence information across all users connected to the Aura Platform. Using the presence information, users can see who is busy, away from their desk, on the phone, doesn't want to be disturbed, or simply not available, therefore saving time.
Aura Presence Services are primarily used to power other Avaya presence and instant messaging clients, adding more value and functionality to them and delivering full UC services. Some application examples include Avaya Communicator (softphone); Avaya Aura Agent Desktop; Avaya one-X Communicator; Avaya one-X Attendant; and Avaya IP phones, such as the 96X0 Series and 96X1 Series.
One important feature is that Avaya's Aura Presence Services provides full support of both the SIMPLE and XMPP protocols, which means companies can use the presence software of their choice.
Like most of Avaya's servers, Aura Presence Services runs under the Red Hat Enterprise Linux operating system, though the system requirements are slightly higher. Avaya recommends a 3 GHz Intel Xeon X5670 6-core CPU or better, 32 GB of memory, and around 1 TB hard drive space. The system supports virtualization via the VMware platform and allows up to eight Presence Service nodes to be present at once.
Each Presence Service node can support up to 16,000 SIP users and H.323 users, while this number can increase to 250,000 SIP and H.323 users with a dual cluster of eight nodes.Messaging server converts voicemail to text
Avaya's Aura Messaging server is another component of the Avaya UC platform. With Aura Messaging, companies can have fast and easy access to messages. Critical new messages can alert employees and help maintain high customer service standards in any type of business.
Aura Messaging is more than a simple messaging and voicemail server. It carries advanced functions, such as Speech Auto Attendant, which allows callers to say a name instead of entering an extension; Notify Me, which sends text messages and email notification while calling the user; Voice Recognition, which allows users to say names to address voicemail messages; and many more functions.
Some other neat features include Speech-to-Text, which converts voicemail to text and delivers it to a user's email; Self-Administration so users can manage their options via a provided Web portal; Internet Message Access Protocol support, which allows companies to use their preferred email client; and Avaya one-X Speech, which gives users the power to manage their voice messages, email and calendar via verbal commands.
Aura Messaging can run on a standalone server or a supported virtualized environment such as VMware. Redundancy is also available using the N+1 redundancy configuration.
Deployment of Aura Messaging provides two paths: Standard Messaging server where a single server combines the role of an application and storage server, or high storage capacity Messaging server where it serves as a large storage server that can support a larger number of mailboxes.
Aura Messaging can support up to 20,000 users and 300 ports, depending on the deployment configuration.Virtual Application Manager available at no cost
As with most UC solutions, Avaya's Aura platform and components fully support virtualization to ensure hardware consolidation and minimize hardware investment. However, Avaya also offers its Virtual Application Manager -- a management interface that allows the installation and maintenance of Avaya VMware-powered virtualized applications.
With the Virtual Application Manager, administrators are now able to install and maintain Avaya virtualized applications (OVA files) without the need for vCenter. The Virtual Application Manager is offered at no additional cost. It's installed with the vSphere client and provides an interface to manage and support the Avaya virtualized applications.
Avaya's products are available through its website or channel partners. With its range of core add-ons and extensions, the Aura platform can fit companies of any size, but seems well-suited for large enterprises with multiple sites and a variety of VoIP equipment.
SANTA CLARA, CA--(Marketwired - June 23, 2016) - Avaya, a global leader in business communications software, systems and services, announced today that it is in the Leaders quadrant of the 2016 Gartner Magic Quadrant for Unified Communications for Midsize Enterprises, North America.
Gartner defines the midmarket as organizations with between 100 and 999 employees and annual revenue of less than $1 billion. In the report, Gartner acknowledges that:
"Midmarket organizations have unique UC solution requirements that are different from small businesses' or large enterprises' requirements. While midsize businesses have many of the same business objectives as their large-enterprise counterparts (for example, many North America-headquartered organizations have international sites), they operate on a smaller scale and function with fewer IT assets and resources."
As a result, purchase considerations for midsize enterprises emphasize simplicity in administration, management and use, integration of unified communications with other business applications, mobility, pricing, service and support, and hybrid configurations.
Avaya Midmarket Solutions reflect the company's understanding of the needs of midsize companies. Available in full or hybrid cloud as well as on premises deployments, the Avaya IP Office Platform is a complete, integrated solution delivering collaboration, mobility, multichannel contact center, networking, security, video, and support services-all from a single source. Flexibility, mobility and simplicity are hallmarks of Avaya Midmarket Solutions, which have significant market traction as demonstrated by more than 550,000 installations globally of the Avaya IP Office Platform.
In the past year, Avaya has expanded its solutions and support for midsize businesses through:
This is the second consecutive year that Avaya has appeared in the Gartner Magic Quadrant for Unified Communications for Midsize Enterprises. Avaya has also appeared as a Leader in the following Gartner Magic Quadrants:
"With the most widely deployed midmarket solution in the world, Avaya continues to strengthen our mid market portfolio and extend it to the cloud. We recognize the role that our channel partners play in our success in this segment, and strive to enable them with the solutions, skills and support they need to deliver top-shelf service to their customers. Together, we will maintain and grow our leadership position in the midmarket."--Mark Monday VP/GM UC Platforms for Avaya
ResourcesGartner, Magic Quadrant for Unified Communications for Midsize Enterprises, North America, May 25, 2016http://www.gartner.com/reprints/avaya?id=1-383BZT3&ct=160526&st=sb
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Environment enables third parties to create and customize business applications for competitive advantage. The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information please visit www.avaya.com.
Certain statements contained in this press release may be forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these are reasonable, such forward looking statements involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results to differ materially from any future results expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements.
All trademarks identified by ®, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners
Follow Avaya on Twitter, Facebook, YouTube, Flickr, and the Avaya Connected Blog.
New speech analytics and data visualization tools provide unique insights to help build customer awareness and improve service
Avaya Automated Chat and Avaya Aura® Call Center Elite Multichannel solutions provide integrated Web, social media, SMS, IM and email customer interaction options
Avaya Customer Experience Virtualized Environment delivers market-leading routing, multichannel interaction self-service and reporting capabilities optimized for VMware® environments
Santa Clara, CA —Tuesday March 5, 2013 - Avaya today unveiled new, next generation analytics and customer interaction solutions that help harness the power of big data and the growing number of ways that customers want access to companies. New Avaya Customer Experience Management solutions bring powerful 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 while increasing efficiency and adaptability in business operations.
Avaya's Customer Experience Management analytics and multichannel solutions allow organizations to proactively address the multifaceted requirements and expectations of customers today. Many current technologies limit the ability to create an accurate picture - or contextual awareness - of the customer's experience, their needs and behaviors. The growing number of customer interaction channels generates new challenges to delivering service across channels, yet also provide organizations with more opportunity than ever to extract valuable insights through smart analytics.
Avaya Customer Experience Management solutions enable enterprises to offer more personalized, seamless interactions that are built on a greater understanding of a customer's situation, preferences and value. Avaya's unique solutions help companies deliver an exceptional brand experience that grows net promoter scores and ultimately, drives greater revenue - now boosted by the following 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 now delivers a complete 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 simplify and accelerate deployment of sophisticated contact center applications while maintaining world-class functionality and reliability.
To support the growing demands on organizations, Avaya Contact Center Optimization services from Avaya Professional Services offers full customer experience management lifecycle consulting to determine the right solution for any situation. Avaya Contact Center Optimization services draw on the skills of Avaya consultants who are specialists in business strategy, solution road mapping and operational improvement, as well as experts at building and optimizing applications that improve customer experience and integrate into any business and technology environment.
Quotes"Avaya's contact center solution is head and shoulders above anyone else's solution today. When we learned of the Customer Experience Virtualized Environment, it made sense for us since we could now take advantage of our existing virtualization strategy and backend infrastructure. This helps us reduce our server costs and deliver the reliability and services that our clients expect."--Michael Branca, president, Tel-Networks USA, LLC
"Avaya's ability to place speech analytics into context and identify key words and phrases helps us intelligently interpret the findings and turn them into data-driven recommendations for our client. 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."--David Naylor, Head of Analytics, Ember Services
"Contact centers should be viewed as highly strategic operations in every company, and ensuring quality and consistency across multimedia channels must be a priority. The rich data captured by these operations should be used to improve the overall customer experience, as well as to feed virtually every other aspect of the business. Organizations need to take a serious look at how they are serving their customers throughout the lifecycle and determine if that experience is how they wish to represent their company."--Ken Landoline, Principal Analyst, Current Analysis
"Companies today are struggling to keep pace with serving customers the way they need to be served to increase their lifetime value. Customers want convenience, but on the business side, delivering on convenience can be incredibly complex. 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."--Mark de la Vega, Vice President & General Manager Contact Center Business Unit, Avaya
Additional Resources: Nemertes Top Trends in Contact Centers 2013Avaya Customer Experience Management micrositeAsk AVA Automated Chat Case Study
33% of organizations implementing Big Data are doing so for customer facing initiatives -- a number expected to grow.**
78% of consumers say they will only buy from businesses that make it easy for them, and one third of consumers believe convenience is more important than choice.*
82% of customers say they use multiple channels to meet their needs, but only 17 % felt changing channels was an easy, seamless experience.
Use of web chat is growing and is now up to 26% -- a 36% increase over the previous year.*
22% of companies have multimodal contact centers currently with another 44% evaluating and planning implementations.**
About Avaya:Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.
Follow AvayaTwitter: http://twitter.com/#!/avayaFacebook: http://www.facebook.com/avayaYouTube: http://www.youtube.com/AvayainteractiveLinkedIn: http://www.linkedin.com/company/1494
*2013 BT-Avaya Autonomous Customer Survey**Nemertes Study on Top Contact Center Trends for 2013
Avaya Media Contact:Emilie Bernoux+44 207 395 7147[email protected]
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