Customer Experience

Make Your Customer Experience Unique, Personal and Enduring

Documents and Videos

Brochures

Avaya Aura® Call Center Elite Omnichannel Solution [PDF]

11 Mar 2016
Learn how Avaya Aura Call Center Elite omnichannel solution can help evolve your customer service operations to meet the changing needs of today’s consumer across multiple channels and contribute to rich and compelling customer experiences and engagements.

Avaya Aura® Contact Center – Your Omnichannel Contact Center Solution [PDF]

09 Feb 2016
Today’s consumers are more wired and technically savvy than ever before, with email, social media and the web serving as primary sources of information. Businesses wanting to gain a competitive edge with these customers know that a contact center must do more than simply manage customer service calls. Learn how Avaya helps businesses deliver a personalized omnichannel experience with Avaya Aura Contact Center.

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.

Fact Sheets

Smart Workplace - Smart Digital World Solutions [PDF]

31 May 2016
Improve customer experience and enhance team productivity using automated, out-of-the-box tools with Smart Workplace.

Avaya Contact Center Select [PDF]

14 Dec 2015
Avaya Contact Center Select is a context-sensitive, collaborative, multichannel customer contact solution, that is fully integrated with the Avaya IP Office™ Platform. Avaya Contact Center Select allows businesses to anticipate, automate and accelerate customer interactions, improve customer experiences, increase customer lifetime value and revenue, while improving agent efficiency to reduce cost.

Avaya IP Office Contact Center [PDF]

05 Jan 2015
Avaya IP Office Contact Center is optimized for use with Avaya IP Office and delivers blended multichannel capabilities to midsize businesses, allowing them to enhance and expand customer communications.

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

Three Steps to Meeting Customer Expectations [1:49]

06 Jun 2016
The final video in the customer experience management series provides you with 3 simple & effective steps to meet & even exceed today's consumers needs and expectations.

Facts You Need To Know On Customer Expectations [3:32]

06 Jun 2016
The second video in the customer experience management series looks at interesting facts you need to know when it comes to consumers changing expectations.

Learn Why You Could Be Missing Customer Expectations [2:55]

06 Jun 2016
This video explores recent by research by Avaya on the changing needs of consumers when it comes to delivering the right customer experience.

Avaya Customer Engagement Solutions for Improved Customer Experience [2:35]

01 Jun 2015
Avaya Customer Engagement Solutions help companies deliver superior omnichannel Customer Experience by enabling them to drive retention and loyalty across every touchpoint, anytime anywhere. See how Landmark Bank is doing it.

Imagine the Possibilities [3:37]

13 Jan 2015
Watch this short video to see an example of what’s possible with the latest Avaya Customer Experience Management solutions!

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.

Avaya Managed Services [3:33]

05 Jan 2015
Watch a brief overview video of the Avaya Managed Services portfolio. Review our solutions and some of the benefits our clients receive.

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.

The Significance of Customer Engagement: An Investigation into Customer Lifetime Value

10 Nov 2015
Customer engagement is critical to CLV–the present value of all the future cash flows attributed to a customer relationship. To achieve maximum CLV, you need to quantify the value of customer engagement by determining the optimal mix of strategy, people, processes, culture, and technology.

The New Rules of Engagement [PDF]

30 Jun 2015
Authored by Kevin Kennedy, Avaya President and CEO, this paper explains why strong leaders should dispel 3 myths of communications—myths of openness, collaboration, and consumerization—to achieve success in 21st century business communication.

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.

Support Services Transformation: Daunting, Doable, and Worth it

26 Feb 2015
Support services leaders typically face three expectations: Increase customer satisfaction with better, faster support. Contribute to healthier margins by being more efficient. Maintain an engaged, effective workforce. These goals require more than incremental operational improvement. Make a step change—a people, process, and technology transformation.

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