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45% of customers will abandon an online transaction and switch to voice if their question or concern isn’t addressed quickly 


40% of customers still want to talk to a human for emotional or complex interactions


By 2023, Gartner predicts that customers will prefer to use speech interfaces to initiate 70% of self-service interactions 

Key Benefits

Next-level Personalization

Next-level Personalization

Empower agents with a consolidated desktop view of all relevant customer information. Make it easy for them to gain a deeper understanding of what customers want and need to systematically deliver better experiences.

Smart Matching

Smart Matching

Intelligently pair customers with agents based on key business insights and characteristics. Automate the “getting to know you” process to quickly create more connected experiences that deepen brand relationships.

Revenue Acceleration

Revenue Acceleration

Use intelligent inbound and outbound capabilities to capitalize on new revenue streams: cross-sell, up-sell, gather payments, schedule service appointments, offer special promotions/discounts, and more. 

Product Information

Performance Improvement

  • Eliminate disjointed experiences by ensuring agents have the right desktop tools to get the job done. 
  • Monitor, record and analyze interactions to ensure experiences are being managed correctly. 
  • Continually coach and train to consistently meet and exceed expectations. 

Behavioral Pairing

  • Maximize personalization by targeting behavioral attributes like personality, relatability and emotion. 
  • Intelligently pair customers and agents to drive brand satisfaction and loyalty.  
  • Dynamically adjust to optimize results.  
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Self-Service Automation

  • Provide customers fast and efficient self-service across the channels they prefer, elevating to an agent when needed. 
  • Provide personalized interactions and preferences. 
  • Elevate traditional IVR to conversational speech applications.   
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Avaya 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.

Avaya Dashboard

  • Quickly turn data into real-time insights that your CX management can act on to deliver a better experience for customers and employees alike.
  • Utilize your people and resources more effectively.
  • See faster, better resolutions of customer complaints and service-impacting issues.














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