Avaya Updates, ‘Aura Experience Portal’, Helps Enterprise Enhance Customer Experience

07 Jun 2016

Avaya is helping organizations deliver differentiated customer experiences to always-on, always-connected mobile users, with the latest version of its customer engagement solution, Avaya Aura Experience Portal (7.1).

The latest innovation redefines the mobile customer experience by connecting seamlessly between visual self-service mobile applications and on-demand assistance to a contact center agent or expert–together with complete context of the customer journey.

With 89% of companies now competing primarily on customer experience, according to Gartner Inc., organizations need to deliver market-differentiating digital Omni-channel customer journeys. According to global research commissioned by BT and Avaya, 82% of consumers believe it should be easy to contact organizations by all channels. The research also finds that 86% of the consumers in India prefer Visual IVR while calling from a smartphone.

Avaya Experience Portal 7.1 makes it easier for organizations to deliver visual self-service IVR functionality on mobile devices, improving speed of service and reducing traffic into the contact center.

With Avaya Breeze, organizations can communication-enable mobile and web apps, capturing contextual information and mapping the customer journey more effectively, leading to enhanced customer satisfaction. Information can be passed via voice, SMS and e-mail channels, with contact center agents able to handle more customer transactions.

Avaya Breeze is a technology platform that makes it easier for organizations to develop the mobile, customer-facing and cloud-migration applications they need to achieve their digital transformation objectives. With Avaya Breeze, organizations can deliver enhanced business value and execute on their digital strategies by integrating communications and collaboration into workflows, business processes and existing applications.

“Today’s digitally-savvy consumers want the freedom to interact with organizations from the device of their choice. The ability to serve themselves from any mobile device and channel of communication is a core element of any omni-channel customer service strategy, and mobile apps have proved a boon to self-service and brands. To be successful, mobile self-service needs to take into account that the consumer may need additional assistance and provide continuity and context between the mobile user experience and the heart of the contact center. Avaya’s customer engagement applications provide that link, ” explained, Vishal Agrawal, Managing Director, India and SAARC, Avaya.

This article appeared in Channeldrive , May 09, 2016