Using the new and enhanced Customer Experience Management solutions from Avaya, one can hope to remove fragmented, high-effort service that hinders customer loyalty and revenue growth.
Avaya explained that its Customer Experience Management solutions are designed to help users transform their customer service from one-off customer transactions to rich, informed, sustainable customer relationships. Now the newly released enhanced versions should ensure that users are able to realize greater, real-time visibility into interactions and contextual information.
The new capabilities are said to available through applications like Avaya Aura Experience Portal 7.0, Proactive Outreach Manager and Intelligent Customer Routing.
Mark de la Vega, vice president and general manager of Customer Experience Management solutions at Avaya, stated, "Companies can no longer afford to maintain the status quo by relying on older contact center technologies thinking the expense and disruption of an upgrade will put their operations at risk. The bigger picture is that if they don't address the changing customer demands their entire business is already at risk. Avaya enables companies to close the gap between what customers expect today and help companies build truly legendary experiences - one interaction at a time."
The latest version of the Avaya Aura Experience Portal 7.0 equips an organization with single point of orchestration for all automated, multimedia, self service and integrated voice response (IVR) applications over inbound video or phone and also outbound phone, email or messaging apps. Based on Web communications standards, such as VoiceXML and CCXML, the Aura Experience Portal supports centralized management of Intelligent Customer Routing, a solution that lets businesses to capitalize on customer experience.
The Proactive Outreach Manager is designed to simplify creation, execution, and management of outbound campaigns and notifications while at the same time bringing down costs, maximizing revenues and enhancing customer satisfaction.
Nancy Jamison, principal analyst of customer contact at research firm Frost & Sullivan, added, "True integration of the customer experience across all available communications channels, devices and applications is the holy grail of customer service, and Avaya is one of the few vendors that offer it today. Using a single platform to design and deliver an omni-channel experience will enable the consistency, insight and operational benefits both companies and customers want today."