Mobility is Key to Avaya's New Call Center Solution
Mobility is Key to Avaya's New Call Center Solution by UCStrategies Staff
The Customer Experience Management solutions at Avaya have been improved for contact centers, and the news tools have been introduced for speech analysis and tracking customer interactions via mobile devices, social media sites and older net-generation sources.
According to the director of marketing for Avaya's Customer Experience Management and Emerging Technologies unit, Laura Bassett, the improved Customer Experience Management suite is expected to aid organizations, particularly in light of the growing number of customers using their smartphones or sites such as Facebook in order to find information on specific products, instead of calling the contact center.
Bassett said: “Consumers themselves have a lot more flexibility based on technology and what channel they want to use. There's everything from mobile apps to video to social media, and, in most recent history, there's SMS, email and Web chat. We're helping our customers understand ... how they can impact their customers' experience across all these channels of communication.”
Four varied solutions were announced by Avaya in order to support the effort. The first of these solutions is called Avaya Aura Call Center Elite Multichannel, and this is updated from its predecessor flagship call center software, through which exists the ability to track the interactions of customers via Web chat, social media and SMS.
The Aura Call Center Elite solution has been built upon, and the multichannel release will arrange customer requests on the basis of agent availability and skill sets. Incoming requests will henceforth be routed to the first agent available, or whoever is most suitable to fulfill the request. The multichannel features can be used without the need to completely change existing environments.
Bassett added: “It provides those core, multichannel capabilities that customers expect to be there in a very simplistic fashion, without disrupting our customers' existing operations.”
The new Automated Chat solution from Avaya was also released, and this is essentially a live, self-service tool which can be distributed by organizations in order to allow their customers to ask questions on their websites. An “intelligence response engine” is also used by the tool, and is ready with more accurate responses, as well as the ability to redirect users, on request, to a live agent.
Two new call center analytics tools were also unveiled, and these are set to assist in monitoring the effectiveness of organizations’ customer experience. The causes of poor customer engagement levels will also be rooted out. Voice-based customer interactions can also be determined via Avaya Speech Analytics, and will be able to guess the reason for a customer calling, as well as ensuring the quality of the organization’s service.
Contact Flow Analytics was also revealed by Avaya. This solution will allow organizations to track the workflows of call centers, and also ensures that calls are directed accurately.
Avaya recently released its VMware-ready version of its Aura Platform, and this includes Aura Communication Manager, Avaya Session Manager, Application Enablement Services, Aura Presence Services, Flare Experience, Aura Conferencing, Agile Communications Environment (ACE) and Aura Call Center Elite. (CY) Link