Avaya Contact Center Solutions | Networking & Communication | Avaya Aura

All-in-One Multichannel Contact Center Solution..

Connect with your customers on their terms. Manage all of your contacts - for email, chat, SMS, IM, and social media - the same way you manage your inbound and outbound voice interactions. Leverage this complete, multichannel contact center solution to match callers with the most appropriate resource every time they contact you. Give your agents the context, both real-time and historical, to deliver a differentiated customer experience. Reduce your expenses by using lower-cost channels. And consistently deliver a unified, efficient, and highly personalized experience that builds your brand and customer loyalty.

Avaya Aura® Contact Center.

GO BEYOND PHONE CALLS - LET CUSTOMERS REACH YOU VIA TEXT, IM, EMAIL, OR CHAT.

1. A Single Interface for Managing All Customer Interactions
Reduce call volume and improve efficiency when you expand customer interactions to lower cost channels like chat and SMS/text - all managed through a single agent desktop interface.

2. Support Customers' Channel Preferences
Did you know that 82% of consumers say they prefer that organizations always offer multiple channels to communicate and serve their needs? Now you can meet such customer expectations.

3. Provide a Seamless Customer Experience Across Channels
68% of consumers say they expect the information they give an organization in one place to be available in another. Now you can personalize your customers' experiences by sharing details like customer history and screen pop data across contact channels.

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Avaya Aura® Contact Center Select.

A Multi-Channel Contact Center Solution for Avaya IP Office™.

• Build a contact center with robust capabilities that show you the entire customer lifecycle, so you can anticipate, automate and accelerate customer interactions.
• Give your agents complete views of customer interactions, on every channel customers choose. Seeing customer history at a glance streamlines agent work and helps improve agent efficiency.
• Respond immediately to the context and tone of customer interactions. Deliver faster, smoother service, which can increase customer satisfaction and differentiate your business.
• Analyze your customer journey in detail and make the process and policy changes you need to deliver exceptional customer experiences and increase Customer Lifetime Value.
• Support and unify agents in the office, at branch locations, or working from home. Avaya Contact Center Select is designed for businesses with 10-400 customer-facing agents.
• Deploy fast. You can be up and servicing customers in as little as four hours.

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Avaya Aura® Application Experience Portal.

Customer Engagement with a Personal Touch.

Every customer interaction holds the promise of making a positive impression. You can tip the balance in your favor by engaging with your customers when and where they want on the devices of their choice.
When you have hundreds, thousands, or even millions of customer interactions, a multichannel application platform can unify and orchestrate every action - and personalise it for each customer. You can engage with customers via mobile, voice, video, email, or SMS text, plus design and manage all the different interactions from a single platform.
With Avaya Aura Experience Portal, your organisation can connect with customers in new ways and take advantage of all the popular mobile channels, including SMS text and mobile phones.

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Avaya Oceana® Solution.

Drive Customer Satisfaction, Loyalty and Lifetime value.

Your customers demand exceptional, personalized experiences—every time. Avaya Oceana, our comprehensive omnichannel solution, gives you the insights and tools you need to keep them happy and coming back.
Use real-time 360º data to fuel smarter decision-making, enhance agent-customer interactions, and drive loyalty. Optimize operations with seamless system and workflow integrations, and cultivate new opportunities with prepackaged and customized options. Choose the deployment option that best suits your needs—on premises, in the cloud, or hybrid—and leverage our extensive expertise to design, implement and optimize your solution.

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Avaya Aura® Workforce Optimization.

A Deeper, More Meaningful Look at Customer Interactions.

Leverage intelligent insights to operate more efficiently while delivering your customers an exceptional service experience. Unite all your workforce optimization requirements under one, integrated platform. Then, capture, share, and act on information from across your enterprise - especially your contact center and back-office - and use the data to make informed decisions faster.
Processes that are cumbersome and cause dissatisfaction can be readily identified, modified, and addressed. Agents who are not getting the proper training or assisting customers appropriately can be identified and coached. Customer problems and issues can be quickly identified and resolved. All of which enables you to achieve your corporate objectives and deliver a superior customer experience.

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Avaya Aura® Workforce Optimization Select.

Improve Agent Performance and the Customer Experience You Deliver.

• Generate relevant and timely insights into the customer experience you’re delivering. Capture and analyze voice and non-voice customer interactions with a scalable, flexible, and secure recording platform designed for midsize businesses. See where your service is excellent and where to make changes.
• Define and deliver a consistent customer experience that meets your goals and your customers’ expectations. Leverage interaction data to determine enhancements to service processes, policies, and agent practices.
• Improve agent performance, agent loyalty, and customer satisfaction with targeted coaching plans and eLearning courses that help improve agent knowledge, efficiency, and productivity.

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Avaya Contact Center Solutions | Networking & Communication | Avaya Aura | Avaya PABX