Outbound Call Center Featured Article

Avaya Announces New Contact Center Products

By Rajani Baburajan
TMCnet Contributor

Avaya (News - Alert), a provider of business communications and collaboration solutions and services, announced new contact center products.

Offering better customer sales and service experiences in a multimedia world, the new products help improve both agent-assisted and automated service to drive more personalized and seamless customer experiences across media channels - including social media.

Forty percent of consumers prefer alternate methods of contact for customer service. Avaya's new contact center applications are designed to enhance service across many modes of communication. They assemble customer context and match it with the right agent in a collaborative session.

“Today's consumer interactions travel across many more communications modes - email, text, video and now social media,” said Onkar Birk, general manager, Contact Center Division, Avaya, in a statement. “As these multimedia requirements evolve into transmedia needs characterized by the seamless transfer of information across all kinds of communications companies must effectively integrate all of these modes for consistency.”

The products joining the Avaya Aura Contact Center Suite include Avaya Aura Contact Center 6.2. This multimedia assisted care application enables businesses to solve customer issues by bringing all key parties along with customer information into a session.

“Ensuring quality customer service across multimedia channels increasingly means the creation of sessions that not only bring together customers, agents and experts in a fast, efficient way, but also retain a customer's context,” said Drew Kraus, research vice president, Gartner (News - Alert). “The use of this approach to serve the heightened expectations of consumers is a differentiator for leading businesses.”

Recently, Avaya highlighted its latest hospitality innovations. Some of the highlights include the launch of Avaya Mobile Device Checkout for hotels, and a mobility solution which enables faster and easier collaboration between hotel staff.