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Avaya ONECLOUD CCAAS

Always-On Customer Service

Engaged employees lead to happier customers. Bring together employees, insights, and processes from your entire organization to create effortless customer experiences across all your contact center touchpoints.

Enable Proactive, AI-Powered Connections

Create effortless experiences by connecting everything across any channel with built-in, predictive AI that adapts to customer needs.

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Get more from AI

Reach more customers and achieve goals faster by using AI-powered predictive modeling.

Intelligent self-service

Deliver conversational self-service 24/7, with options to speak with a live agent.

Complete digital automation

Deploy AI-enabled digital co-workers across all channels, including web, voice, SMS, social, email, and video.

Biometric authentication

Easily identify and authenticate customers using voice and facial biometrics.

Co-browsing

Redefine and personalize the online experience with complete co-browsing capabilities.

Single desktop

Skip screen-switching with a customizable voice and digital desktop that offers 360-degree customer insight.

Sentiment analysis

Capture and respond to customer feelings and emotions in real time to create meaningful engagements.

Mobile-friendly

Deliver a differentiated experience that caters to mobile callers.

Align Processes and Resources

Deliver holistic, personalized customer and employee experiences by tightly aligning processes, functions, and resources.

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Cross-organization cohesion

Enhance team collaboration with converged communications that eliminate front- and back-office silos.

Workflow orchestration

Fine-tune experiences with visual task editors to create workflows, manage auto responses, and assign work.

Digital coworkers

Augment employees with intelligent virtual agents that provide on-screen prompts and more in real time.

Intelligent routing

Match customers with the best employees based on business rules, internal and external context, and desired outcomes.

CRM integration

Work easily with the CRM applications you already use, including Salesforce, Microsoft Dynamics CRM, ServiceCloud, Zendesk, and more.

Messaging integration

Integrate homegrown as well as common messaging channels like WhatsApp, Facebook Messenger, and Apple Chat into a single system.

Enhance Workforce Engagement

Use the best tools to motivate, empower, and mentor employees—from recruitment to retention.

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Personalized desktops

Bring schedules, training, customer information, and more—from different systems—into a single screen.

Automatic recordings

Improve compliance and reduce liability by automatically capturing and processing voice and digital interactions.

Live monitoring

Provide real-time assistance to employees with prompts, details, and step-by-step guidance.

Work-from-anywhere flexibility

Give employees the freedom to work remotely with flexible, modern tools.

Performance management

Actively monitor, analyze, and manage employee performance, requirements, and feedback.

Staff management

Optimize service levels with the right number of employees all the time and gain insight into trends.

Gain Real-time Insights

Optimize every experience across the organization with powerful performance analytics and reporting tools.

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360-degree views

Anticipate needs with a comprehensive view of the customer journey to help determine next-best actions.

Voice-to-text transcription

Help employees in the moment by providing real-time prompts based on spoken words or phrases.

Speech and text analytics

Automatically surface intelligence from thousands—even millions—of recorded interactions.

Built-in analytics dashboards

Capture real-time events at every step of the customer journey with insightful contact center dashboards.

Unified reporting

Keep a pulse on employee and customer experiences with historical reporting and real-time dashboards.

Dynamic customer surveys

Capture customer feedback in real time and take quick action to optimize business processes.

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Ready to Get Started?

Choose from Digital, Voice, or All-Media packages, or create your own unique package.

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