Interaction Center

Avaya Software Delivers Multichannel Contact Center Services and Support

Brochures

Avaya Customer Engagement Solutions [PDF]

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.

Avaya Interaction Center [PDF]

Exceeding customer expectations for personalized service across all channels – phone, video, email, web, SMS, and social media– is no longer an afterthought. For many companies today the long and short term success of their business depends directly on delivery of a superior, differentiated customer experience. Avaya Interaction Center helps you achieve your customer and business goals by helping you simplify multimedia customer experience management.

Guides

The UK Contact Centre Decision Maker’s Guide 2017-18

The “UK Contact Centre Decision-Makers' Guide” identifies seven of the major pain points and issues that affect the contact centre industry: • Improving Quality and Performance • Maximising Efficiency and Agent Optimisation • Digital, Cloud and the Customer of the Future • Outbound and Proactivity • HR Management • The Customer Experience • Strategic Directions.

Videos

null

Avaya Co-Browsing Snap-in [1:41]

Enable rich online collaboration directly within your website. Use this developer Snap-in to make your web pages more personal with guided web browsing, shared control, and secure form filling that helps you close online transactions, improve first contact resolution, and differentiate your online experience.
null

Avaya Customer Experience Management: Delivering Tomorrow’s Customer Experience Today [5:10]

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

For nearly five years, Avaya and BT’s Youbiquity Finance research has informed the channel strategies of some of the world’s leading financial organisations. 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

For nearly five years, Avaya and BT’s Youbiquity Finance research has informed the channel strategies of some of the world’s leading financial organisations. 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]

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

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.

Connect With Avaya

Error: There was a problem processing your request.