Avaya Engagement Solutions

Avaya Engagement Solutions is a set of the communication solutions providing customer needs in multichannel communication and conforming to requirements of corporate security, availability, controllability and scalability.

On December 11, 2014 the Avaya company presented the new communication solutions Avaya Engagement Solutions. Their basis - the innovative technologies establishing a reliable communication between divisions, geographically and functionally spaced, integrating messaging applications into workflow.

Applications provide easy data transfer and documents from desktop computers on mobile devices.

Among the new upgraded solutions there is an ecosystem of Avaya Engagement Environment (earlier - Collaboration Environment). It provides an easy combination of communication opportunities to business applications which are used by different groups and departments of the organization. Besides, such the integrated applications can be built in workflows and are presented in the form of service for increase in coupling efficiency and the general effectiveness of work of clients and the staff of the organization. Thus, interaction of clients and employees becomes a strong basis for ensuring competitive advantages in modern conditions of business.

That it was simpler to companies to implement the integration strategy, Avaya developed the solution for integration of clients and employees taking into account key business challenges. It provides economic growth, increases efficiency and fills infrastructure with new opportunities.

The solutions Avaya Customer Engagement are distributed on three groups, depending on requirements of customers concerning criticality of such solutions for business: Top Line Growth, Customer Experience and Contact Center Efficiency.

Among the main new products:

• Avaya Snap-In superstructures: these are easily integrated superstructures ("Snap Ins") expanding communication opportunities, such as WebRTC, speech in real time, mobility, purpose of tasks and a context, already available opportunities of contact center.

• Customer Engagement Transformation Consulting Service: Consulting service concerning integration of clients which, thanks to working experience of Avaya, allows to improve structure of contact center using the multi-stage strategy directed to formation of the circle of the integrated clients.

• The agent of Avaya for Chrome: the solution, joint with Google, provides access to technologies of contact center Avaya via the WebRTC interface on Google Chromebook for the fastest customer service.

• Avaya Social Responder: this cloud solution for monitoring of social media helps to inform contact center of a subject of discussions on social networks in order that the company could react instantly to them in real time.