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Avaya Experience Platform

Discover the power of a digital contact center

Build and scale the contact center your business needs with Avaya Experience Platform. Manage inbound and outbound calling and connect customers across any channel, all while arming agents with real-time customer data in a single desktop view.

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Unlock innovations for Avaya Call Center Elite

Add best-in-cloud technologies from Avaya Experience Platform onto your Avaya Call Center Elite.

  • Interact with customers on channels of their choice – chat, email, social messaging.
  • Eliminate disjointed third-party digital experiences without disrupting existing premises call flows.
  • Empower your agents with a modern unified WebRTC desktop powered with native AI noise removal capabilities.
  • Provide your agents with 360-degree view of the customers from both your on-premises and cloud interactions.
  • Reduce IT and administration efforts while adopting cloud technologies.
  • Get a simple, flexible secure cloud experience with worry-free upgrades, support, and administration.

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Use AI to deliver intelligent customer service.

Get everyone on the same page faster with the power of AI. Leverage real-time customer data to define highly personalized customer experiences. Rely on AI Noise Removal to deliver clear, crisp conversations.

  • Hear everything you need—and nothing you don’t.
  • Eliminate guesswork with AI-powered guidance.
  • Clear crisp conversation—no matter what.

Engage your agents to create happy customers.

Providing agents with the right tools to interact with customers and each other goes a long way in motivating agents and preventing burnout. Monitor live conversations to coach agents in the moment and provide opportunities for continuous improvement with live prompts and automatic scorecards for call recordings.

  • Record interactions automatically—Improve compliance and gain key insights by automatically capturing and processing voice and digital interactions.
  • Optimize staff levels—Use historical trends and data to provide stellar service and accurate staff levels all the time.
  • Monitor interactions live—Help agents in real time with prompts, customer details, resources, and step-by-step guidance.
  • Manage agent performance—Actively monitor, assess, and coach employee performance with automatic scorecards for call recordings.
  • Consolidate agent desktops—Manage schedules, training, customer information and more—from every touchpoint—all in a single, unified view.
  • Generate fast ROI—Pay only for what you need with usage-based pricing up front. Quickly scale to add new capabilities as needed.
     

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Woman using mobile device at home

Build deeper connections with smarter routing.

Match each customer to the right agent based on things like preferred language, desired task, situation, and more—and fine-tune attributes in real time for a better experience on the fly.

  • Fine-tune conversations—Add or subtract customer attributes on the fly based on comprehensive caller data in a unified agent desktop.
  • Deepen customer relationships—Personalize every customer interaction with real-time insights across every touchpoint in the customer journey.
  • Help agents succeed—Empower agents to give better service faster with context-driven predictive data and a 360-degree customer view.
  • Anticipate what’s next—Cue agents to inform customers about sales and service opportunities—and help shape long-term ordering and inventory.
     

Video: Creating 9 million happy customers.

eBook: The right connections for amazing customer experiences

Blog: Stand out by improving customer service

Make every experience easier.

Give customers personalized self-service options on their preferred channel and on their time, 24/7. And give employees a helping hand so they can focus on bigger tasks.

  • Personalize self-service—Make self-service interactions as natural and personal as talking to a live agent.
  • Reach more customers—Connect with customers wherever, whenever, and however they like.
  • Shift from transactions to connections—Keep your customers coming back by using apps that are easy and intuitive.
  • Free up agents for more interesting work—Allow automation to take on simple tasks—giving your agents the time and energy to tackle bigger customer needs.
     

Infographic: A day in the life of your contact center 

Blog: Stay competitive with automation 

 

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See it in action

Take a closer look at how Avaya Experience Platform can transform your contact center.

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