Solutions for today’s enterprise customer experience (CX) and employee experience (EX) challenges.
Full-featured contact center solution.
Secure, dedicated and managed cloud contact center running on Microsoft Azure.
Scalable and advanced contact center-as-a-service.
Collaboration tools, seamlessly integrated into your Avaya portfolio.
Unified video, conferencing, messaging, and more on Microsoft Azure.
Call, meet, message, and more—all in one app.
Integrate collaboration apps with Avaya Communication portfolio.
Cloud-ready pathways that integrate Avaya with third-party APIs.
A full-featured unified comms platform managed on-premises.
Rely on our team of experts to help you get the most from your investment.
Consult with the experts to create your best customer journey.
Explore our complete portfolio of devices for individuals and conference rooms.
Move at your pace with Avaya’s hybrid cloud options.
Deliver effortless experiences for customers and employees at every touchpoint.
Help your contact center run smoothly, no matter where your employees are.
Find an Authorized Avaya Channel Partner in your part of the world.
Build new, innovative communications solutions via Avaya’s open solution platforms.
See our partnerships with leading technology companies for unique and value-adding solutions.
Explore all of the partner types and programs available at Avaya
Sell the Avaya portfolio with benefits, incentives, lead gen, training, and marketing resources.
Transition customers to the cloud fast and on budget, supported by Avaya services and features.
Stay up to date on Avaya's latest news and solutions.
Deliver innovative and complete solutions to your customers.
Get to know Avaya through our blogs. Insights on collaboration, customer experience, AI, digital.
Watch videos and listen to podcasts by topic or just browse what’s new. Interviews, solutions, how-to’s, more.
See inspiring ways companies are using Avaya solutions to change the world of work.
Engage with us in an immersive and interactive experience—on site, virtually, or a combo.
Look at what's new in our world—and how it benefits yours.
Learn about the privacy, compliance, and security inside Avaya solutions.
Review the terms and policies associated with Avaya software and services.
Access a full range of information and assistance for your Avaya solution.
For research and support, access our product documentation resources.
Meet Avaya experts at our events, webinars, expos, conferences and more.
In person or online, gain a full understanding of your Avaya solution and its capabilities.
Business Need
If your business relies on a contact center, you’re likely to also support a work-from-home model. Remote employees—just like those in the office—need to perform and create effortless experiences for customers and easily collaborate with co-workers. With the right capabilities your remote agents and supervisors can keep delivering and improving employee and customer experiences. Remote employees may experience an improved work/life balance, resulting in higher employee engagement and less attrition. Organizations who enable remote work may also realize lower infrastructure costs.
Continue monitoring and measuring employee activities and customer interactions—coaching employees effectively from anywhere.
Make the work-from-home experience the same as in-office, including ready access to information and resources.
Empower remote agents with the most current knowledge and insights to drive better customer experiences.
Working remotely raises unique challenges for your contact center team. Follow Avaya’s three key strategies to ensure success with your remote working model.
A suite of AI tools that assist agents in real-time, that analyzes customer interactions in real time, monitors customer intent, and sentiment to drive better outcomes.
Increase supervisor capacity, drive employee performance and consistency in customer interactions by automating the entire quality monitoring process.
Monitor remote desktop usage to understand how employees are spending their time. Acquire visibility into day-to-day operations, identify process bottlenecks and best practices.
Equip customers with better self-help tools and serve contextual knowledge documents to employees while they are speaking with customers to increase customer satisfaction and first call resolution.
Reduce costs by accurately forecasting and producing employee schedules across voice and non-interactions. Empower employees to use mobile devices to see KPIs and request schedule changes.
Tie employee and team goals to incentives. Apply game mechanics to engage staff, communicate goals, measure and acknowledge achievements, inspire collaboration, and motivate teams..
Boost customer experience and increase first contact resolution by bringing experts from outside the contact center into customer interactions.
Help supervisors continually promote a more consistent and reliable customer experience by listening to customer calls and, when needed, join the customer conversation.
Automatically surface intelligence from recorded calls. Sophisticated analytics identifies, groups, and organizes spoken words and phrases into themes to help reveal trends and areas of opportunity or concern.
FSU is leveraging Avaya solutions to achieve vision of global unified comms and Real Time Crime Center
Ensuring top-notch service when calls overwhelm MakeMyTrip, this solution connects priority customers to agents and offers flexible options to others.
Financial technology and payment company, Global Payments, focuses on customer experiences with Avaya. Agents around the world answer calls asking, "How can we make your day better?"
A written policy should govern remote contact center agents with clear and uniform rules. The manager and agent should review the policies and procedures together. Focus on job responsibilities, organizational and departmental goals and objectives, customer impact, and employee’s work performance.
Some employees are terrific people and good workers but may not be best suited to work at home. Most remote contact center agents will have access to customer-sensitive information, such as credit card numbers. For those reasons and more, make it a part of your selection process to do background checks.
Work environment guidelines should be carefully discussed with every remote contact center agent. Almost any room can serve as an office but selecting the right work area is essential to success. A dedicated office maximizes the contact center agent’s efficiency and comfort.
Equip agents with noise cancelling comfortable headset to promote agent wellness.
Remote contact center agents need the same access to applications, tools, supervisors and peers as they do when in the office; likewise, supervisors working remotely need access to their contact center management tools.
Ensure all remote contact center agents are adequately equipped with a stable and high bandwidth connection to ensure agent productivity and positive customer experiences.
Remote contact center agents need access to the same subject matter experts as those who have supervisors and expert resources in the office. Collaboration applications such as “Presence” assists agents in engaging an expert regardless of their location.
Remote contact center agents need to meet the same continuous improvement goals that apply to all agents. Predictable management check-in times are reassuring to remote contact center agents. Remote contact center agents need to be included in team meetings so they can stay connected socially and culturally. Remember to keep training and mentoring remote contact center agents and to reward good performance.
See how you can create better experiences for both customers and staff. Read the stories of different businesses solving their customer service challenges using AXP Public Cloud. We explore AI-powered solutions for integrated desktops and virtual assistants, in-the-moment data retrieval, real-time reporting, and an empowered workforce.
In the business of delivering customized corporate health insurance packages, Allegiance relies on an Avaya contact center solution to drive a consistent omnichannel customer experience regardless of agent locations.
Bring your customer experience forward with new digital services that connect every channel, serve every device, and make both your teams and customers feel empowered. We can show you how.