Avaya Customer Experience Management

Customer Experience Management is a software platform for consolidation of all aspects of customer service in a single dynamic stream to monitor interaction and the context information in real time.

On March 21, 2014 the Avaya company presented the updated solutions Customer Experience Management.

Description

Software technology:

• unifies and simplifies multi-channel self-service and active involvement of clients on the basis of a single software platform
• updates the strategy of client service, including the SMS, electronic mailings and calls for improvement of results of actions of the enterprises in the market
• coordinates services and resources on the basis of information arriving in real time

Avaya Aura Experience Portal 7.0

The platform for the entering and outgoing omnichannel services of self-service and applications for routing of contacts from Avaya and partners of Avaya DevConnect. The latest release is created on an open architecture of the platform based on web services with support of acceptance/sending the SMS and e-mails. The new system of zoning simplifies localization of calls to a support service, reducing costs on telephony.

Proactive Outreach Manager

A system integrates management of all outgoing communications:

• call-down by operators
• automatic voice informing,
• electronic mailings,
• SMS notifications and services

in single solution under control of Avaya Aura Experience Portal. The new release supports call-downs through Avaya Aura Call Center Elite and the latest Avaya Aura Contact Center.

Intelligent Customer Routing

Helps to optimize each channel of interaction, analyzing the purpose of the calling client, the history of his addresses on all channels and other information. The new solution helps to exercise more exact control, based on the target objectives of service, resources of the company and segmentation of clients.

The Avaya Proactive Outreach and Intelligent Customer Routing applications work with Avaya Aura Experience Portal. Avaya Aura Orchestration Designer delivered free of charge with Avaya Aura Experience Portal and Avaya Aura Contact Center helps developers to create services of self-service and workflows for agents, the including mobile communication, the SMS, e-mail, social networks, other communication channels and points of interaction.