Product Information
Digital Channels
Match your customers to the best agents available to handle inquiries. Enable agents to manage all customer channels through a single workspace. Our solutions map across all channels to help customers get the ultimate personalized experience every time.
Digital channels like email, webchat, SMS, and social have opened new doors of opportunity but also raised the stakes. Your digital strategy will either leave customers in the warm glow of amazing service or seething frustration.
Key benefits
|
Connect Every Piece of the Customer Journey |
Move to Personalization 2.0 | Do Better by Your Agents | ||
|---|---|---|---|---|
|
Maintain a 360-degree view of customers wherever, whenever, and however, they choose to connect. Visualize the entire omnichannel journey from the customer’s perspective: where they’ve been, how they got there, and how you can support them where they are
|
Stop mindlessly collecting data and start mindfully using it to create real impact. Actionably improve based on relevant insights captured across the customer journey to deliver personalized, consistent experiences across all digital channels and devices
|
Automatically equip agents with predictive, context-aware, analytics-driven intelligence for each customer interaction. Eliminate the hoops they’re used to jumping through by allowing them to manage all digital channels through one single, unified workspace.
|
|
Use Smart Resource Matching |
Capitalize on Cloud Flexibility |
|
|---|---|---|
|
Get it right the first time by automatically matching customers with the right agent based on the right information. Build customized learning algorithms that drive anticipatory engagement and turn customers into loyal brand advocates. |
Choose the deployment options (public, private, hybrid) and finance models (CAPEX, OPEX) that make the most sense for your organization
|
Products
Avaya IX Digital
- Keep agents in sync and at pace with a consolidated view of customer information.
- Remove communications chaos to keep agents fully immersed, energized and focused.
- Data-driven insights create a deeper understanding of customer needs, naturally driving better outcomes.
Avaya IX Workspaces
- Keep agents in sync and at pace with a consolidated view of customer information.
- Remove communications chaos to keep agents fully immersed, energized and focused.
- Data-driven insights create a deeper understanding of customer needs, naturally driving better outcomes.
AI + Contact Center
- Smart routing, behavioral pairing, outcome-based personalization.
- Harness the power of an open data model for delivering experiences that matter.
- Improve revenue conversion rates and reduce operational costs.
Avaya Bots
- Engage customers socially in a secured and controlled environment.
- Automate chat interactions.
- Leverage natural language processing.
Avaya Conversational Intelligence
- Transcribe and summarize voice interactions in real-time for deeper and more personalized engagement.
- Tag keywords and sentiment.
- Reduce agent after-call work.