Give customers a smart, positive experience every time and you’ll win a lifetime of loyalty. With Avaya Intelligent Xperiences Contact Center, we can help you do exactly that. Customers can choose fast and efficient self-service on the channels they prefer, with an agent available to help as needed. It’s always seamless and context-driven. And your agents can stay in sync and keep pace with customer expectations. With a consolidated view of relevant information, they can exceed expectations and reach great outcomes, faster.
As you gain a deeper understanding of customer needs, your teams become more efficient and effective. Avaya is the leader in Contact Center Solutions and can deliver it the way you need it: in the cloud—public, private, or hybrid—or on your premises.
Your customers expect easy service in every interaction with your enterprise. Create natural connections—whether human or automated, digital or physical, routine or sophisticated—across all channels. Which makes your entire customer experience seamless and effortless for everyone.
Your teams interact with a common goal: serving your customers. Align all your processes, people, and applications to drive smarter collaboration, faster information sharing, and better decision-making. So you can deliver customer-first experiences.
You gather great data across your business. But are you getting the most out of it? Quickly turn that data into real-time insights that your CX management can act on to deliver a better experience for customers and employees alike.
Avaya works with their customers to quickly solve business problems and enable use cases that are core to their business success. Through innovations like this, Avaya is releasing capabilities that infuse AI, surface real-time insights, and integrate back office functions, throughout the customer journey for a better customer and employee experience.
Aragon Research, September 2019
We’ve partnered Avaya IX Contact Center AI capabilities with Google Cloud Contact Center AI so you can seamlessly blend automated and assisted experiences into your customer journey. See how virtual agents can help you deliver more intelligent and helpful customer interactions.Learn More
Talking with your customers is still an important part of your service. Determine when customers need assistance from your agents by automating solutions for inbound and outbound speech, video, email and chat applications.
Match your customers to the best agents available to handle inquiries. Enable agents to manage all customer channels through a single workspace. Our solutions map across all channels to help customers get the ultimate personalized experience every time.
Make your agents’ day and change your customer experience forever. An empowered agent is one who’s working with an easy view to all customer info and the ability to manage all digital channels. Every agent sees the big picture and handoffs are a breeze.
Improve performance and industry compliance. Use real-time and historical data to see areas of excellence and improvements needed. Record interactions, monitor calls, analyze voice of the customer, manage quality, balance workloads, automate coaching, and more.
Create smarter, more intuitive interactions, that both improve agent productivity and increase customer satisfaction. Our AI solutions enhance human decision-making, simplify operations, and automate processes.
Know when your customers are using mobile devices and offer them an online experience that’s designed for wireless. Protect their identities and give them rich service options equivalent to what your wired callers receive.
Get faster results with our deep contact center expertise, innovative solutions, and industry-recognized services that help you transform your organization’s customer experience objectives into measurable results.
Our subscription model lets you pay only for the on-premises software and services you’re actually using. With Avaya IX Subscription, sign up your current users and agents. Flex the plan to add more support and more users as your business grows.
Team with a leader in Contact Center solutions and join organizations in more than 170 countries who trust Avaya to deliver experiences that matter.
Our open architecture with rich APIs and SDKs means you can confidently and easily customize solutions to meet your needs, and your customers’ needs.
Innovation and Investment
Avaya continues to introduce disruptive solutions, with a focus on mobility, security, and artificial intelligence. Our goal is to help customers leverage what they have and build a bridge to tomorrow.
Breadth of Portfolio
No matter where you are in your journey to deliver exceptional experiences, Avaya can help. From self to assisted service across all channels, to performance enhancements, all delivered on premise, in the cloud, or a hybrid of both.
By 2025, technology changes customer service. Start moving now to usage-based software, AI-infused interactions, all-mobile tools and teams.
Optimizing the Agent Journey to Perfect the Customer Journey
From McGee-Smith: To create a first-class customer experience, consider the views of agents, who often have valuable insights.
Crafting Successful DCX Strategy Requires These Steps
Guidance from Nemertes: For a great outcome, consider these best practices as you plan your digital customer experience.
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.
Head of Customer Service
Health Plan of San Mateo
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.
Member Services Manager
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.
Financial Vice President
[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.
Technology and Support Manager
Health Plan of San Mateo
Norwegian Cruise Line
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