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Contact Centers
Explore Social, Mobile—and Customer Behavior
60% of consumers say they change how they contact a company depending on where they are and what they’re doing.
See what else customers like yours are saying.
Gartner Rates Contact Center Infrastructure Vendors
Review the key capabilities that Gartner deems critical for contact centers and how Avaya scored against other vendors.
Bringing Social Media Interactions into the Contact Center
What are the benefits of integrating social media into the contact center? How do you get started? Get answers to frequently asked questions here.
Gain Deeper Insights into the Customer Experience
Learn how accessing deeper contact center intelligence leads to a better and more profitable customer experience.
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In the US and Canada:
1-866-GO-AVAYA
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All Other Locations:
+1-908-953-6000
Solution Architecture
Moving to end-to-end customer experience management requires an architecture that is open, scalable, and capable of bringing together multimedia contact handling and integration with enterprise applications.
Moving to end-to-end customer experience management requires an architecture that is open, scalable, and capable of bringing together multimedia contact handling and integration with enterprise applications.
Avaya solutions for contact centers are enabled with Session Initiation Protocol (SIP), in conjunction with open, standards-compliant Services Oriented Architecture and web services. The Avaya architecture provides simple, cost-effective, and capable methods of integrating channels, communications, information, and processes. Applications focus on call center performance management, agent productivity tools, skill-based call routing, multi-channel interactions, reporting, and self-service capabilities.
Solution Deployment
Avaya offers flexible deployment options for our customer experience management applications. Choose traditional server-based applications, virtual appliances, or a combination of deployments.
Avaya offers flexible deployment options for our customer experience management applications. Choose traditional server-based applications, virtual appliances, or a combination of deployments.
Avaya Customer Experience Virtualized Environment helps lower costs while providing a path to high-functionality and reliable contact center applications. Our Customer Experience Virtualized Environment delivers Avaya applications optimized for VMware infrastructure. Our downloadable, VMware-compatible OVA files let enterprises accelerate deployment and integrate full-capability Avaya applications on their own hardware and VMware operating systems.
Forrester: The Strategic Role of Customer Experience Technologies
Several key technology capabilities are necessary for businesses to deliver experiences that live up to customer expectations for communicating across all media types. These include scalable solutions that deliver more efficient and collaborative customer engagements while producing real-time reports and analytics, which managers can use to rapidly adapt to changing business demands.
Forrester: Delivering A Superior Customer Experience
Forrester Consulting outlines major challenges that customer service organizations face, explores the capabilities of customer experience management technology that boost efficiencies and deliver a higher quality of interaction across all media types, and defines the business benefit of delivering good customer experiences.
Forrester: Automating The Customer Experience - Challenges and Risks
Even though organizations know that they can reap quantifiable business results by focusing on the customer service experience, few deliver good customer experiences as they are challenged with cost and resource constraints. This paper highlights the challenges that customer service organizations face in improving the customer experience, and risks incurred if organizations do not invest in customer experience management technologies.
Forrester: The Real Business Value of An Optimal Customer Experience
An excellent customer experience is a true competitive advantage. Building a unique and better customer engagement program begins with an investment in the right technologies. Companies that get this, and make the investment of both time and technology, realize quantifiable business benefits such as increased customer satisfaction, loyalty, and share of wallet.
