Intelligent Customer Routing

A Personalized Experience for Every Customer

Documents and Videos

Brochures

Avaya Intelligent Customer Routing [PDF]

05 Feb 2014
Overview of how Avaya Intelligent Customer Routing helps you create a more personalized, engaging customer experience at a lower cost.

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.

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.

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.

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.

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.

Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance

21 Mar 2013
This detailed independent survey from Aberdeen describes the processes, technologies, and tools top-performing businesses use to improve their contact center and business performance. Their focus is on enabling contact center activities, compliance, analysis of customer and operational data, and continuous improvements—all driving to results and an enhanced customer experience.

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Worldwide

(908) 953-6000