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Introducing New Innovations for Avaya IX Contact Center

New solutions from Avaya's contact centre offering

Introducing New Innovations for Avaya IX Contact Center

World-renowned communications provider, Avaya, recently unveiled the latest developments in its Avaya IX Contact Center solution. Avaya is now offering a wide selection of compelling features for enhanced and intelligent customer experiences. These powerful capabilities will be added immediately for Avaya’s large base of contact centre customers, and the solutions are also set to appear at the Avaya Innovation showcase at GITEX this week, from October 6th to the 10th in Dubai.

The Avaya IX Contact Centre have been implemented in a range of production environments by businesses around the globe. They were designed and delivered in response to the requests made by Avaya clients, intended to improve employee and customer experience, while reducing operational costs. Greenfield and installed-base customers can both access real-time agent and manager insights to improve context. Additionally, there’s the option to connect agents with experts quickly throughout the organisation for faster resolutions to problems.

Providing Great Customer Experiences

According to the SVP of Solutions and Technology at Avaya, Chris McGugan, brands are built on the experiences that employees give customers today, starting with the contact centre environment. Avaya is introducing a range of customer-led innovations for their contact centre portfolio to help businesses improve their image. Since contact centres are at the heart of meaningful brand and consumer moments, Avaya believes that new innovations like AI capabilities and agent support enhancements are essential to the changing CX journey.

Lead Analyst from Aragon Research, and CEO, Jim Lundy, said that Avaya works with its customers to solve business problems quickly and create successful solutions. Avaya is introducing capabilities that infuse insights, AI, and back-office functionality into the customer experience. The latest developments in the Avaya IX contact centre include;

  • Avaya IX Teamspace, which improves integration with the back office with rich-media messaging between agents, customers, and back-office staff. This new creation helps to improve collaboration and bring more information and context to the strategy businesses use to solve customer problems
  • Avaya IX Dashboard, a modular dashboard with a snapshot overview of the customer journey and CX, enriched by analytics. The insights available through the CX dashboard come from a single interface that can be viewed on any device, anywhere. What’s more, the solution is perfect for senior CX managers in need of help with crucial decision making
  • Agent scripting, a browser-based scripting solution with the ability to define outbound and inbound call journeys. This solution addresses the inconsistencies in skill sets among agents with a script that adapts as conversations change

Updating the Avaya Contact Centre

According to the Senior Director of Digital Engagement solutions for Avaya, Yaser Alzubaidi, these capabilities have been driven through Avaya’s efforts to address specific customer needs directly. The features are now available as compelling solutions within the IX Contact Centre solution, which aims to bring considerable benefits to a wide selection of contact centres.

Avaya will be showcasing the newest innovations in its contact centre and unified communications portfolio at the GITEX Technology Week Stand in Dubai in October this week. Avaya’s tools will appear under the theme of the “Art of Experience.”

 

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