Customer Connections

Video, Social Media, and Mobile Applications for the Contact Center

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All Other Locations: 1-908-953-6000

Overview

GIVE YOUR CUSTOMERS A FIRST-CLASS INTERACTIVE EXPERIENCE

Deliver the right customer experience through your contact center consistently, whether your customers are using web, video, social media or mobile devices.

  • To help ensure a consistent and continuous experience is delivered to your customers, use Avaya Automated Chat—a unique combination of an Automated Assistant and Live Agent Chat with seamless escalation from Automation to Live Agent.
  • Enable robust video conferencing and collaboration between your customers and agents or in-house experts with Avaya One Touch Video.
  • Automatically monitor, track, and classify topics, comments, and trends on social media networks and deliver only the actionable items to you with Avaya Social Media Manager.
  • Adapt your organization’s customer service options into a mobile application and deliver to contact center agents using Avaya Customer Connections Mobile.

1. Put Web, Video, Social Media, and Mobile to Work in Your Contact Center

Give your customers the chance to interact with your business in more dynamic, consumer-friendly ways.

2. Turn Agents into Quick-Thinking Problem Solvers

The automatic delivery of contextual data about your customers from multiple sources eliminates the need for customers to repeat information and gives agents a more informed view of requests.

3. Enrich Contact Between Customers and Agents

Reduce missed opportunities and improve customer and brand loyalty with meaningful collaboration and conversations that strengthen existing relationships.

Application Sharing With Avaya Customer Connections
Avaya Customer Connections Mobile

Delight the Growing Self-Service Consumer Population with Low-Effort Apps

Fully integrated into your contact center, deliver contextual information to an agent so a customer can easily transition from one channel (self service, web) to another channel (voice). Your agent can quickly come up to speed and help the customer without revisiting information that the customer already provided.

Automate and Capture Social Media Opportunities in Your Contact Center

Automatically process social media interactions and deliver relevant actionable communications to the appropriate resource for response. Understanding social media activity improves customer service, increases revenue, and boosts customer loyalty.

Social Media Interactions With Avaya Customer Connections
Communicating with Customers on the go

Be as Mobile as Your Customers

Deliver a seamless, persistent customer experience with mobile support capabilities that are fully integrated into your contact center. Let mobile customers interact with you from the devices they love by using dynamic menus to check for order status, technical support, or any self-service app. If your customer needs more information or wants to talk with a live agent or expert, the mobile app offers that too. Customers hear estimated wait times and the option to receive a return call at any convenient time. Full context is always provided to the agent, so the agent is always prepared to assist customers.

 

See the Value of Rich Video Collaboration

Create powerful customer interactions using video, application sharing, and chat. Client friendly browser-based links on your web page or in emails let your customers select and click. It’s that simple.

Avaya Video Collaboration
Online Live Agents

Deliver a Better Online Experience to Your Customers with Chat

Leverage the power of a natural language processing automation system. With Avaya Automated Chat, a high-value answer base delivers accurate responses faster. You decide when automation or Live Agents are used. Escalation occurs based on business rules, when frustration is sensed, or a buying signal has been made. Full context is always delivered to agents. Automation reduces conversation length while helping make the agent more efficient, which can result in higher customer satisfaction scores. Through suggestions, cue cards, and shortcuts, lead the agent to the right answer, providing the same knowledge to all agents. Total cost of ownership and operational costs can go down with less need for tier one agents. This allows Live Agents to do what they do best—solve the tougher problems.

DEPLOYMENT AND PROGRAM MANAGEMENT

The tools, expertise, and resources needed to properly implement and integrate your new Avaya Contact Center Solutions.

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How to Buy

Call Us

U.S. or Canada: 1-866-GO-AVAYA

All Other Locations: 1-908-953-6000