Avaya Works with Oracle to Tightly Integrate Customer Relationship Management and Contact Centers

23 Sep 2013
  • Integration between Oracle Service Cloud (RightNow) and Avaya Customer Experience Management solutions will offer customers flexibility, easier implementation and a richer joint feature set
  • Enables virtually seamless customer experience across multiple channels
  • Can provide easier, greater access to more comprehensive customer data to eliminate gaps between planning and delivery and improve time to market
Oracle OpenWorld 2013 - San Francisco, CA — Avaya today announced that customers can now link Oracle Service Cloud with Avaya Customer Experience Management solutions, thus bringing customer management full circle from the start of the sales process to support services and ongoing management. This move will enable businesses to mine vast amounts of data about customers to create better products and significantly improve the overall customer experience.
Today, Avaya is making it easier for contact center customers to connect to Oracle Service Cloud solutions with a new plugin that offers greater flexibility for integration and implementation along with a richer feature set that extends across the growing channels end customers expect to use – mobile, web, voice, self-and assisted service.  The new plugin will help businesses eliminate many of the unnecessary inconveniences that cause high-effort customer experiences and can incur significant costs to companies: According to the Avaya Customer Effort Impact survey, 66 percent of respondents are likely to stop spending money with a company as a result of a high effort experience. 
The combination of Oracle and Avaya allows companies to collect, streamline and organize vast amounts of information that can be fed back into the business and used across sales, marketing, product development and management as well as service.  The result is that companies can now gain greater insight into customer needs and desires and can quickly close the gap between planning and delivery. For example, the drive toward omni-channel retailing, which is a virtually seamless experience throughout shopping channels from showroom to web to mobile and more, can be stepped up through the new use cases made possible with the integration between Oracle Service Cloud and Avaya Contact Center solutions.
A growing number of companies are already taking advantage of key features and capabilities provided by an Avaya and Oracle solution today, including:
  • Agent Desktop Integration - Telephony and agent control plus screen-pop functionality
  • Data Integration – Avaya Context Store integrated with Oracle Service Cloud RightNow’s knowledge base, workflow and customer data for richer analytics
  • Routing/Assignment Integration (email, chat, voice/video) - Route email, chat through Avaya routers/work assignment
  • Media Integration (Video, VoIP, Recording)
  • Reporting and Analytics Integration
  • Mobile Media Integration
  • Outbound calling – Callback assistance for mobile and web channels
  • Workflow to Workflow/Business Rules Integration
  • Speech Menu Synchronization to the Online Journey experience – Oracle Service Cloud Guided Assistance Integration with Avaya Voice Self-Service
"We are excited to work with Avaya on integrating the Oracle Service Cloud with the Avaya Customer Experience Management solution. This will enable organizations to deliver consistent customer experiences across channels and device types by optimizing the routing of virtually all interaction types to the contact center using proven and scalable technology."
David Vap, group vice president, Product Development, Oracle
"Organizations are looking to improve the customer experience seamlessly across channels and extend the value of their investments in contact center and CRM technologies to their fullest potential.  By collaborating closely with Oracle through all stages of the software lifecycle, we’re enabling customers to unlock new value, quickly adapt to the rapidly changing customer environment and ensure great customer experiences."
Brett Shockley, senior vice president and CTO, Avaya.
Tags: Avaya, Oracle, CRM, customer experience, contact center, call center, customer service, cloud
About Avaya:
Avaya is a global provider of business collaboration and communications software and services, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
Certain statements contained in this press release may be forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology.  We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these are reasonable, such forward looking statements involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results to differ materially from any future results expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements.

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Deborah Kline