Customer Experience Management

Make Your Customer Experience Unique, Personal, and Enduring

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Avaya Customer Experience Management


Exceptional customer experience starts with knowing your customers and delivering a highly personalised experience with every interaction. As the primary hub for real-time customer connections, your contact centre is the heart of your customer experience strategy.

Transform customer service from one-off customer transactions to rich, informed, sustainable customer relationships. By monitoring and understanding each customer’s unique needs and preferences, you can dynamically manage their experience and bring the right resources to each interaction.

1. Give Customers an Experience to Remember

Monitor, anticipate, and dynamically manage the customer experience across all channels and every interaction.

2. Better Contact Centre Service

Provide one seamless, integrated experience by applying contextual information and connecting all customer interactions.

3. Gain Actionable Insight

Know the next steps you need to take to help ensure a positive customer experience for every interaction.

Avaya Customer Experience Actionable Insight
Avaya Customer Engagement

Connect with Your Customers through the Right Channel, at the Right Time, Every Time

Customer engagement and resource utilisation improves when customers can interact using the channels of their choice—web, social media, email, mobile, voice, or video. The software suite includes desktop tools to streamline delivery of interactions and provide relevant information to agents, knowledge workers, and subject matter experts. Resources can collaborate as needed to deliver the optimal customer experience.

Determine the Next Best Action and Best Resource to Address Customer Needs

Exceptional customer experiences require real-time awareness and understanding of customer needs and preferences, business policies, and resource expertise. Avaya solutions determine the next best action and resource to address the customer needs based on the targeted customer experience the organisation wants to deliver. The solutions combine business processes, the back office, enterprise routing, agent selection, and workflow integration to deliver an exceptional customer experience.

Earn Customer Loyalty with Avaya CEM Solutions
Avaya Centralized Management for Contact Center

Deliver Actionable Insight and Centralised Management

Avaya Performance, Design and Management solutions improve effectiveness by focusing on business performance, big data and analytics, and simplification through centralised management and administration. Performance collects, consolidates and analyses data and information to gain insight into the customer and agent experience. Design and Management includes applications and workflows that are centralised and integrated into back-office processes, third-party applications, and customer databases.


Accelerate business performance with strategic and technical consulting, deployment, and customisation services.


How to Buy

Call Us

UK: + 44 1483 308 000

All Other Locations: Check EMEA Directory ›