Avaya Launch Intelligent Communications Solutions for Customer Contact Market

Against a background of businesses being continuously challenged to adapt to changing customer needs and differentiate their service experience while balancing investments in staff and technology Avaya has introduced Customer Interaction Suite.

The new capabilities delivered by Avaya’s highly scalable Customer Interaction Suite allow customers to be served by the most capable resources throughout the enterprise using new capabilities such as streaming video while providing a complete view of the customer experience.

All enterprise resources from the contact centre to sales offices to supply chain to billing to other support functions can be instantaneously engaged to serve customers cost-effectively, regardless of location. Moreover, customers are demanding to be served through a variety of media. Avaya’s new capabilities include the integration of live or streaming video, delivering a richer experience for those customers interacting through PCs or smart mobile devices. New analytics capabilities allow enterprises to manage and tailor the customer experience through the use of real-time monitoring and historical data analysis tools.

End-to-end SIP support is at the core of the new capabilities of the Avaya Customer Interaction Suite. SIP is an emerging Internet standard for communications that enables people, resources, and devices to be intelligently connected over IP networks regardless of their location.

“Intelligent Communications enables companies to embed communications in business processes, which logically extends to customer care,” said Jim Smith, Avaya vice president and General Manager, Customer Service Applications Division. “For instance, using SIP technology to deliver video services and provide presence to identify available experts, businesses can use enterprise-wide resources to help eliminate wasteful callbacks and extended hold times, and truly deliver extraordinary customer service. Enterprise-wide reporting and analytics completes the picture with a real-time view of the customer experience that can transform management of complex customer care operations from mere efficiency to a potential competitive advantage.”