Avaya Raises the Bar On Self Service Customer Experiences for the Mobile-First Generation

24 May 2016

Latest version of Avaya Aura® Experience Portal, together with integration into Avaya Breeze,™ communication-enables mobile and web apps for a rich, seamless, digital omni-channel experience

 Santa Clara, Calif. - May 24, 2016 — With the majority of consumers today now reaching for mobile devices as their primary access to the Internet,[1] many find a significant gap between the mobile app experience and customer service.[2] To help close that gap and deliver market-differentiating digital omni-channel customer journeys, Avaya today announced its latest 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.

The benefits of providing fully integrated, mobile self-service include:

•    Increased customer satisfaction and loyalty:  mobility translates into convenience, speed of service and more first-contact resolutions, which in turn contribute to satisfied customers.

•    Improved brand perception:  early adopters of mobility capabilities will stand out from their slower competitors and customers may even reward this innovation with word-of-mouth and social promotion.

•    Operational improvements such as 1) reduced traffic into the contact center as more routine transactions are handled through mobile self-service, and 2) more accurate routing and reduced interaction time by bringing richer contextual data into the contact center and using it to make better routing decisions, to better equip agents, etc.

•    Reduction of development and support costs: having a single environment for managing the customer experience across the set of channels supported will not only simplify the management and support of the environment but reduce costs.


“Avaya Aura® Experience Portal 7.1 really takes customer engagement to the next level. Our beta tests of the Mobile Web with Avaya Breeze integration revealed an omni-channel powerhouse capable of seamlessly passing information among Voice, SMS, and Email channels. Organizations can now easily accommodate mobile and desktop technologies to provide an intelligent, convenient, and truly comprehensive communication experience for their customers.”

-- Danette Craig, vice president/general manager, Interactive Northwest, Inc. (INI)

“Omni-channel engagement, particularly from mobile devices, is all about convenience and reducing customer effort.  Combining Avaya Breeze capabilities with Avaya Experience Portal can provide great benefits in easing development of effortless mobile self-service.”

--Nancy Jamison, principal analyst, Customer Contact at Frost & Sullivan

"Leveraging the newest releases of Avaya Experience Portal and Orchestration Designer, Swampfox Technologies delivers on the promise of omni-channel experiences and not simply ‘visual IVR.’ By integrating with Avaya Breeze, Swampfox captures the entire customer journey across mobile, SMS, and voice channels, engaging customers the right way, at the right time. Swampfox is very excited to introduce the mobile customer service capabilities of Avaya into our full solution stack."

 —Tom Hanson, vice president, Product and Marketing, Swampfox Technologies

“Consumers today want to shop, make purchases, troubleshoot issues and resolve problems while on the go. 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.”

--Karen Hardy, senior director of Customer Engagement at Avaya



Related News: Leading Thailand Financial Institution Transforms the Banking Experience for Mobile-First Generation with Avaya

Avaya Aura Experience Portal overview

Case studies

About Avaya

Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. Avaya BreezeTM enables third parties to create and customize business applications for competitive advantage. The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services.  For more information please visit www.avaya.com/apac/.

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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[1] 5Comstore - Mobile Internet Usage Skyrockets in Past 4 Years to Overtake Desktop as Most Used Digital Platform -  https://www.comscore.com/Insights/Blog/Mobile-Internet-Usage-Skyrockets-in-Past-4-Years-to-Overtake-Desktop-as-Most-Used-Digital-Platform

[2] The Autonomous Customer 2015, Commissioned by BT and Avaya, 2015  http://www.avaya.com/usa/documents/autonomouscustomer2015-global-essential.pdf



Christina Knittel