Avaya Announces New Offers for Customer Experience Management

by Wendy Tate on March 8, 2013 · 0 comments

in Enterprise,Market Segments,ScanSource Catalyst,Technology,Unified Communications

With the advancement of social media outlets, customers are demanding greater options for getting the information they desire on their terms. To assist contact centers in meeting this demand, Avaya has announced new solution options that allow agents to respond to customer needs by utilizing multichannel capabilities via Web, social media, SMS, IM or email.

  • Avaya Aura® Call Center Elite Multichannel enables contact centers to respond over multiple channels, as customer needs dictate, to enhance the customer experience and build customer loyalty. Best of all, contact centers currently using Contact Center Elite can add the multichannel benefits with minimal disruption to their existing business operations.
  • Avaya Automated Chat creates greater customer satisfaction through the utilization of live chat during online transactions, providing quick, personal responses to the customer. Prompt, accurate responses and seamless transition from self-service to live agents, through the use of an intelligent response engine, reduce customer frustration and develop a stronger likelihood of repeat business.
  •  Avaya Speech Analytics examines actual customer voice-based interactions and extracts business insight that might be missed by a live agent or text-based interaction analysis. Additional intelligence can propel operational improvements and reduced costs to your business.

Contact centers need to be ready to deliver the right level of service, at the right time, via the right mode of response based on the customer’s mandate. Contact your Catalyst Telecom sales representative to see how we can help your customer implement the best Avaya Customer Experience Management solution into their contact center today!

This post was written by

Wendy Tate has been the Product Manager over the Avaya Contact Center portfolio for over a year. Prior to that, Wendy worked in Customer Service for ScanSource Inc. for over 6 years. She is a contributor to The Source on Contact Center solutions.

Learn more about this topic at scansourcecatalyst.com >

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