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Avaya in the Aragon Research GlobeReimagine Your Customer—and Employee—Experiences
A journey is made up of more than just transactions. Each experience shapes future choices. With your Avaya cloud-based contact center, you can make experiences always effortless, seamless, and context driven—memorable across all touchpoints for customers and the employees who serve them. Ranking Avaya a Leader two years running, the 2020 Aragon Research Globe says we’ve "continued to push the envelope with Avaya Contact Center."
Get Connected
Connect with customers how and when they want. Create your experience for today’s “everything customer”—who expects your service instantly adapted to their current need.
Enhance Processes
Increase responsiveness and personalize interactions by synchronizing customer and employee experiences. Put customers and employees at the center of your business by aligning processes, resources, and functions.
Better Manage Resources
In our digital world, the human touch matters more than ever. Keep employees engaged and motivated with intuitive tools that help them keep customers coming back.
Act on Intelligent Insights
Make decisions based on rich business intelligence, every time. Gain the deep customer and employee insights you need to improve customer and employee experiences across your organization.
Demo an Avaya Contact Center in the Cloud
A cloud-powered contact center from Avaya gives you new ways to connect with customers when and how they want. See what’s possible in a demo session with live Q&A.
Book Your DemoIn less than a week, Avaya deployed a fully cloud-based SaaS solution enabling employees, including contact center agents, to work from home. Avaya OneCloud CCaaS allowed Hydro Ottawa to make this seamless transition with no interruption of service, ensuring customers could continue to communicate with the company while facilitating the safety of employees.
Mark Fernandes
CIO Hydro Ottawa
We had dozens of contact center employees adjusting to working from home. We were dealing with a huge influx in call volume ... There would have been upset callers, long hold times, and a certain decline in customer experience. The investment we made in Avaya years back has paid off.
Mark Fernandes
CIO
Before, it took me half a day every week to create reports. Now it takes just five minutes. Instead of building reports, I can spend more time raising service levels.
Jose Santiago
Member Services Manager
[This project] was not only an important milestone for CIEE’s digital transformation, but also a way of delivering satisfying experiences to young people entering the job market.
Silvio Soares
Technology and Support Manager
We needed to ensure calls would be answered quickly, intelligently and attentively, no matter how busy a branch was.
With card tokenization, we will likely shave about 30 seconds off a 4-minute call—and that's significant, when you realize we handle 3.3 million calls per year, more than half of which involve credit cards.
Jeanette Askin
Head of Customer Service
The new platform puts us in a strategic position to continue to provide our customers the best performance and service, offering a unique technology in the local and global call center market.
Vittorio Dall’Omo
Financial Vice President
We’re Known as a Leader in Contact Center Innovation
For the second straight year, Avaya is positioned as a Leader in the Aragon Research Globe for Intelligent Contact Centers. Recognizing our innovation in customer experience solutions, Aragon notes that we’ve “continued to push the envelope with Avaya Contact Center.”
We’re Recognized for Creating Innovative Customer Experiences
Avaya receives the 2020 North American Frost Radar Best Practices Award for Growth, Innovation & Leadership in Workforce Optimization. Frost and Sullivan says our complete approach—including AI-infused bots, predictive routing, and agent guidance—makes us the market leader.
Explore Avaya OneCloud CCaaS
Multiexperience Contact Center
The “everything customer” wants to connect using voice, chat, email, text, social, and self-service options. Avaya OneCloud CCaaS delivers a seamless experience across devices, touchpoints, and modalities.
Give employees and customers the power to streamline their journeys. From easy, self-service options for customers to employee tools like proactive outreach, virtual assistants, biometrics and more, create the best experience every time.
Even the best employee can only do so much at once. With an AI-powered contact center, employees and customers can leverage the latest in AI and machine learning to deliver exactly what the customer needs in the moment.
Get the insight you need to meet customers wherever they are and gain real-time performance feedback to ensure your employees are delivering a superior experience.
The right tools transform employees into brand ambassadors. Avaya One Cloud CCaaS provides everything employees need to be there when customers need them the most, fulfilling the expectations of the everything customer.
Ready in hours, create an effortless experience for customers. Get our latest self-service, routing, and agent tools—plus great workforce engagement features and some pretty amazing analytics. Buy it now.
Transcend Omnichannel Thinking and Embrace Multiexperience to Improve Your CX
Delivering your best experiences now takes more than an omnichannel approach. Gartner introduces multiexperience: Your customers, your team members, the apps they're using, and the digital and human touchpoints you present are all integrated. It’s an edge-to-edge system knit together with seamless interactions, handoffs, and data.
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Reimagine Your Contact Center
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