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Your Contact Center Can Work from Home

For immediate help during COVID-19, we’re offering temporary, complimentary licenses for our remote agent solutions. Keep your employees safe—without compromising your customer experience.

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Agent screen jumping costs a typical contact center $1.57 million a year in lost productivity


Only 38% of contact center agents are extremely satisfied in their roles


Satisfied employees are three times more likely than dissatisfied ones to feel empowered to solve customer issues

Key Benefits

Redefine the Agent Experience

Redefine the Agent Experience

Empower agents to deliver experiences that matter with actionable, relevant data via an integrated, easy-to-use desktop interface. Support more intelligent interactions that drive sales, customer satisfaction, and brand loyalty.

Stay 10 Steps Ahead

Stay 10 Steps Ahead

A 360-degree view of the end-to-end journey gives agents visibility into what customers want before they know themselves. Simplify and satisfy with anticipatory engagement while empowering agents to make better decisions across key customer touchpoints.

Improve Responsiveness and Productivity

Improve Responsiveness and Productivity

Eliminate disjointed experiences by ensuring agents have the right desktop tools to do the job. Avoid time-consuming screen switching, look-ups, and manual processes by providing fast access to the right information at the right time—all within one simple desktop app.

Product Information

Avaya IX Workspaces

  • Use advanced desktop analytics across the entire customer journey.
  • Improve agent productivity, customer responsiveness, and the overall customer experience.
  • Easily add to your existing contact center infrastructure.
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CRM Desktop

  • Seamlessly connect your CRM to your on-premises or cloud contact center. 
  • Maximize each customer's lifetime value by combining key CRM insights with the contact center. 

Avaya Softphone

  • Provide agents with a feature-rich, high-quality VoIP softphone solution across locations, platforms, and devices.
  • Reduce CAPEX costs while providing agents with the information, accessibility, and advanced communications they need. 

Client SDK

  • Quickly build innovative user experiences for UC and contact center applications.  
  • Modify on-the-fly to adapt and optimize your strategy.  

Avaya IX Workspaces - Teamspace

  • Align your processes, people, and applications to focus on and deliver customer-first experiences.
  • Drive smarter collaboration, faster information sharing, and better decision-making among staff.
  • Connect customers with specialists faster. Increase resolution speed and satisfaction.

Natural Connections

  • Use Avaya Agent Scripting to create natural connections—whether human or automated, digital or physical, routine or sophisticated—across all channels.
  • Make your entire customer experience seamless and effortless for everyone.
  • Boost both employee and customer satisfaction scores.
Screen Shots for Agent Desktop

It’s your agent’s desktop. Give them the freedom to modify it to their own unique needs. Use the powerful widget-driven design to easily and quickly customize the desktop with application add-ons and information feeds without impacting the communications environment. Services from CRM and business applications can be represented from any vendor and information presented to agents is in context, which eliminates the need for agents to flip through numerous screens when serving customers.

Screen Shots for Agent Desktop

To deliver the experience customers expect today, agents and other support personnel need quick access to pertinent customer information, the ability see the entire customer journey and quickly drill down on any interaction. By bringing together information from multiple sources—customer profiles, buying history, interaction journeys—and making them instantly available in a single, consolidated view, IX Workspaces gives your agents the tools they need to perform effectively in today’s hyper-competitive world.

Screen Shots for Agent Desktop

Cultivate the ultimate customer journey across touch points and agent interactions. Empower customer support personnel to make better decisions by enabling agents to view and interact with customer journey touch points. An event-driven customer journey map displays customer-agent interactions in a graphical timeline view. Leverage context-based agent guidance or frequently used phrases to deliver seamless and consistent service.

Avaya IX Workspaces Receives a 2019 Contact Center Technology Award from CUSTOMER Magazine

Each year, the publication recognizes vendors that embrace technology as a key tool in achieving customer service excellence. Avaya IX Workspaces is honored for “demonstrating innovation, quality and unique features which have had a positive impact on the customer experience.”

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