Avaya Aura® Experience Portal

Customer Engagement with a Personal Touch

Documents and Videos

Brochures

Avaya Customer Engagement Solutions [PDF]

17 Dec 2015
Expanding on the performance, reliability and flexibility of the Avaya Aura® platform, Avaya Customer Engagement solutions provide the foundation on which to build a customized portfolio of customer engagement applications for the contact center, tailored to your organization’s customer experience strategy and goals.

Avaya Aura® Experience Portal [PDF]

05 Feb 2014
Overview of how Avaya Aura Experience Portal helps you simplify delivery of highly effective self-service across any media, inbound, and outbound.

Demos

Avaya Aura® Experience Portal [3:18]

11 Oct 2013
See how Experience Portal can help you automate and orchestrate a powerful, cost effective multimedia customer experience.

eBooks

Managing the Customer Experience

08 Jul 2014
This interactive electronic Guide is packed with practical articles written by experts from Avaya, our leading partners, and industry leaders. Case studies, charts, and infographics help you discover how to transform each customer experience into real customer lifetime value.

Fact Sheets

Avaya Mobile Customer Service - Redefining the Customer Experience Battleground [PDF]

23 May 2016
Avaya Mobile Customer Service extends your contact center capabilities, including automated self-service applications and agent-based services, directly to the customers’ mobile devices.

Infographics

Customer Experience IS the battleground [PDF]

07 Mar 2016
The competitive battleground has shifted, to stay relevant, businesses must embark on a digital business transformation to keep up with the speed of their customers.

Videos

Avaya Customer Experience Management: Delivering Tomorrow’s Customer Experience Today [5:10]

07 Jan 2015
Avaya Customer Experience Management enables you to engage the right resources, processes, and information allowing you to deliver customer service that is unique, customized, and enduring. Avaya Customer Experience Management focuses on awareness of all relevant context for specific customers at any time and connecting all interactions together regardless of media into a seamless, persistent conversation. Creating a Whole New Customer Experience…For Each Customer, Every Time.

Multichannel Proactive Customer Engagement [1:40]

04 Jan 2015
This short video demonstrates how an insurance company is improving the customer experience using automated text messaging to anticipate customer needs.

White Papers

Youbiquity Finance 2016 - Retail Banking

27 Jun 2016
For nearly five years, Avaya and BT’s Youbiquity Finance research has informed the channel strategies of some of the world’s leading financial organisation. From phone, email, internet self-service, apps and web-chat, to social media or video conferencing, the Youbiquity Finance research has revealed how consumers’ expectations of financial service providers are changing. Now, in 2016, we have conducted another round of Youbiquity Finance research. Based on the views of 3,014 respondents across Germany, Spain and the UK, this research outlines the key trends in consumer behaviour in banking and insurance when it comes to sales and customer service channels.

Youbiquity Finance 2016 - General Insurance

27 Jun 2016
For nearly five years, Avaya and BT’s Youbiquity Finance research has informed the channel strategies of some of the world’s leading financial organisation. From phone, email, internet self-service, apps and web-chat, to social media or video conferencing, the Youbiquity Finance research has revealed how consumers’ expectations of financial service providers are changing. Now, in 2016, we have conducted another round of Youbiquity Finance research. Based on the views of 3,014 respondents across Germany, Spain and the UK, this research outlines the key trends in consumer behaviour in banking and insurance when it comes to sales and customer service channels.

Mobile Customer Service - Redefining the Customer Experience Battleground [PDF]

23 May 2016
In this paper, Avaya shares thoughts on mobile customer experience and how to weave it successfully into your overall omni-channel customer strategy to help you gain competitive advantage in your market.

Executive Guide: 7 Things You Didn’t Know Were Possible with Self Service and Automation

13 Apr 2015
Use automation to deliver the right service and meet rising customer expectations for omnichannel service and personalization.

Customer Engagement: From Interactions to Relationships

19 Mar 2015
Best-in-class firms employ well-planned and executed programs that improve customer experience. This Aberdeen research study shows how delivering consistent and personalized messages through omni-channel interactions is the key to differentiation in today’s marketplace. Learn how top companies are creating and keeping happy customers, optimizing employee performance, and improving revenue.

Effectively Managing Communications During a Service Outage

05 Feb 2015
Consider a new approach to managing customer relationships during service outages. We walk through the limitations of traditional approaches for handling call volume fluctuations. And spotlight new capabilities in intelligent call routing and voice portal platforms that can automate and simplify your entire customer experience, supporting interactions across a variety of channels

Global Report: Missing Customer Expectations? [PDF]

12 Jan 2015
Dynamic Markets was commissioned by Avaya to conduct Independent Market Research across 24 countries to investigate the emphasis companies are putting on CEM (Customer Experience Management) and what steps, if any, they are taking to address this area. Read this report for the answer, and gain insight on where customer expectations sit compared to how they are treated by organizations.

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(866) GO-AVAYA

Worldwide

(908) 953-6000