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Contact Center

Put a Market Leader to Work in Your Contact Center

Avaya in the Aragon Research Globe

Creating a Seamless Customer Experience

Give customers a smart, positive experience every time and you’ll win a lifetime of loyalty. We can help you do exactly that. Rely on our experience and innovation as you evolve your customer experience strategy. You have a lot of vendors to consider—we encourage you to look at the ones receiving accolades from analysts and customers. Ranking Avaya a Leader two years running, the 2020 Aragon Research Globe says we’ve “continued to push the envelope with Avaya Contact Center.” 

With Avaya automation and AI-infused solutions, your customers choose fast and efficient self-service on the channels they prefer, with an agent available to help as needed. It’s always effortless, 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. 

The New Standard

Natural Connections

Natural Connections

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.

Customers-First Culture

Customers-First Culture

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.

Real-Time Impact

Real-Time Impact

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.

The contact center market is evolving to address changes in customer expectations and more stringent enterprise requirements, and Avaya is at the forefront of applying innovation to the customer journey, including its application of emerging AI technologies. Avaya’s expertness helps enable customers to integrate new capabilities in the speech technology and AI-enabled customer engagement market.

Aragon Research CEO and Lead Analyst Jim Lundy, 2020

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Our AI Delivers High Tech with a Human Feel

We’ve partnered Avaya 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

Products

Contact Center Products

Voice

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.

Digital Channels

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.

Agent Desktop

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.

Workforce Engagement

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.

Artificial Intelligence

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.

Mobility

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.

Services

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.

Subscription Option

You need agility to manage business disruptions. Get the most up-to-date Avaya technology to ensure access to the most modern communications experiences—all with flexible subscription terms.

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 their 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.

Download the Report
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