Avaya Enhances Customer Service Across Media Channels

Avaya has recently announced the release of new contact center products, designed to address multimedia challenges that businesses face in providing quality customer sales and service.

As more and more customers prefer to use text-based or online methods of contact for customer service, Avaya's contact center applications are designed to address this trend. By assembling customer context, such as account number and history, these solutions match the customers to the appropriate agents, saving time and providing a more personal experience.

Among the new products for the Avaya Aura Contact Center Suite are the Avaya Aura Contact Center 6.2, now with simplified collaboration with experts through Avaya Session Manager, integrated social media, and scalability; and Avaya Aura Experience Portal, with cost-effective self-service, fast application development, and integration with Avaya Aura Contact Center for improved customer experiences. The multimedia capabilities are integrated with Avaya Aura Call Center Elite, Avaya's ACD application, allowing unified desktop, reporting, and administration."

One key part of the announcement is the idea of transmedia '96 consumers using multimedia channels to contact a business," says Nancy Jamison, UCStrategies Expert and President and Principal Analyst at Jamison Consulting. "With AACC release 6.2, consumers 'customer service investment' is not lost in transition if they chose to go from one channel to the contact center. This integration makes the experience consistent for the customer."

For more information, visit www.avaya.com.