Anticipate what your customers want. Create effortless, personalized experiences with automated processes, self-service options, and proactive outreach available however customers want to connect.
Free up employees with powerful customer self-service options across all modalities. Employees are available to handle more complex inquiries leading to better customer experiences and high-quality interactions.
A happy employee creates happy customers. With speech-to-text transcription and automatic call recording, it's easier and faster to provide real-time employee feedback.
In 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.
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.
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.
Head of Customer Service
We had high expectations for the Avaya platform. However, customer excitement has far exceeded even our expectations.
VP Telephony and Emerging Technologies
Some customers prefer to go it alone. For these customers, 24/7 mobile self-service allows them to get answers to their questions on the device they want, in the channel of their choice, without needing to speak with an agent.
By 2025, technology changes how you’ll work to serve customers. Start evolving now to usage-based software, AI-infused interactions, and completely mobile tools and teams—so you can deliver intelligent experiences that are the talk of your client base.Read the Research