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Avaya is adding new features to its contact center software that are designed to enhance customer experience. The new features, offered in its updated Customer Experience Interaction Management portfolio, include enhancements for mobile users, for social media and for the use of video.

The Interaction Management portfolio can be supported by Avaya CS1000 installations in standalone configurations, or integrated with its Avaya Aura contact center suite to support multiple locations or services.

Persistent History Across all TouchPoints

For mobile users, the enhancements include dynamic smartphone menus that feature the ability to request an agent at any point and the display of an estimated wait time if an agent is requested but not yet available. Customers have the option of waiting, requesting a return call as soon as possible or scheduling a call at a more convenient time.

One recent study of customer service expectations found that customers increasingly expect their interaction history to be carried through all touchpoints with a company. Avaya is offering that capability for mobile users in the new enhancements, so that customers will not have to repeat themselves at every step.

On the social media front, Avaya’s Social Media Manager is adding support for additional languages and additional social media integration, including Google Alerts, RSS and YouTube. Avaya already supports integration with Facebook and Twitter.

Support for Video, Higher Call Volumes

With video becoming an increasingly common communication mode, Avaya One Touch Video now offers voice and video interaction via a hyperlink. The feature is available for a Web page or as an email-delivered link, and can be utilized between agents, other company employees and end users outside of the enterprise, via any broadband-connected device with a browser.

The company also points to improvements in its Aura Call Center Elite call routing and distribution, which now allows up to twice the capacity in call volume in a given period, easing the wait time for customers.

Based in Basking Ridge, New Jersey, Avaya’s worldwide market share in contact centers last year was 36 percent by revenue and 37 percent by shipments. The company greatly expanded its integration of social media into its contact center platform last year with the release of Aura Contact Center 6.2, and now says it has over two dozen patents or patents pending for the use of social media with contact center technologies.