David ChavezSeptember 12, 2019

Going Mobile: Creating Experiences that Matter with the Avaya Mobile Experience

As some people who follow my blogs might know, one of the key projects I lead as Avaya’s VP of Innovation is the Avaya Mobile Experience. For those just catching up, Avaya Mobile Experience is a patented, consumption-based mobile service cloud offering that identifies when an incoming call originates from a mobile device, transports contextual information on the caller to the contact center and enables selected calls to be deflected to the mobile web for a mobile application or mobile browser digital customer service experience. It also expands the range of customers’ digital interactions while conquering geo-location issues.

Essentially, Avaya Mobile Experience is a mobile network with a programmable core that allows Avaya to create new services for mobile callers that are offered to businesses. We launched a Toll-Free service earlier this year where businesses can get rich context on the caller to better service their needs and also “deflect” voice to digital channels if the mobile user so desires. 

TMC, a global, integrated media company, recently awarded Avaya Mobile Experience a 2019 Communications Solutions Products of the Year Award winner. And in addition to winning awards and industry recognition, Avaya Mobile Experience has been growing in users and is now widely available in the U.S. market.  In fact,  with our early adopter customers, we have exceeded 2.5 million minutes serviced, and have over 500 numbers enrolled to date . And we continue to add cool new features and functionality based on inputs from enthusiastic adopters of the solution.

One of these early adopters is C3i Solutions, an HCL Technologies company and a leading multi-channel customer engagement services provider. According to Michael Baker, C3i Solutions VP Telephony and Emerging Technologies, "by combining the capabilities of Avaya Mobile Experience with Avaya Experience Portal, we're able to detect when a customer is calling from a smartphone and deflect them to a branded digital experience with context.  Not only are we saving our clients per min costs, we are providing a better experience for mobile users, and with mobile consumers making up an increasingly important part of our customer base, especially among Millennials, we are very excited to add Avaya Mobile Experience to our services and continue to improve our customers journey."

Another one of our customers adopting the solution wanted to leverage our innovation on their direct dial numbers (DID). It’s an enhancement that many businesses can benefit from so we added the ability to service calls to a business’s DID numbers. An Avaya Mobile Experience adopter can now have both toll-free and non-toll-free calls serviced. This can help with trunk termination cost and complexity while continuing to leverage the additional context and deflection functions. Some businesses have chosen to leverage DID numbers as the value of toll-free decreases to businesses catering to a more mobile clientele. Now those calls can have a geo-route function that we provide leveraging a caller’s home geography or to use biometrics to verify the client’s identity.

Another business desired simpler URLs to deflect to, matching their corporate policy. So we can now deflect to parameterized URLs or to URLs without it. Some businesses feel that parameterized URLs are harder to secure. Since one of the goals of Avaya Mobile Experience is to make interactions with mobile callers more secure, this seemed sensible too. 

Since our launch of the service we have businesses using the solution that will leverage our deflection to have the customer opt to share their physical geolocation to more easily serve them. Think of an insurance company providing a better roadside assistance experience where GPS data is more helpful than a customer’s description of where their vehicle is now. This can be done without a mobile app that a client may fear is tracking them all the time, and also the app itself is really needed very rarely. 

We have another business onboarding that serves many residences and businesses with internet, telecommunications, and entertainment. This requires a large workforce with very disparate IT needs and a wide variety of company devices necessary to do their job well. IT servicing in this environment is extraordinarily challenging and workers having such challenges are often harder to service when away from the office. This business will target their mobile workforce so that functions that really need to be digitally addressed can be, even though the worker initiated contact via a toll-free number. The experience is both more efficient and more satisfying to the troubled worker. 

We have more customers onboarding this month, and hope to unveil new reference customers and additional enhancements this fall. If you have questions about our innovations please use this link to reach me and my team. Avaya is driving Innovation to transform a customer’s expectation of excellence and foster a more intelligent experience.

David Chavez

David Chavez is a Vice President in the Office of the CTO, responsible for Architecture and Consulting. Having 25 years of experience and holding 76 US patents, David is responsible for Avaya's award-winning and market-leading IP communications architecture and the creator of the Avaya Aura(R) architecture. He has a B.S. in Computer Science and Mathematics from New Mexico State University and an M.S. in Mathematics from Colorado State University, with some executive education from Stanford Graduate School of Business.

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