New Innovations Unveiled For Avaya IX™ Contact Center Portfolio
September 24 2019 - 6:00AM
Business Wire
- Empowerment tools for frontline agents include messaging
features to seamlessly connect back-office experts in the customer
journey, and desktop scripting with step by step guidance
- Modular, extendable dashboard provides real-time insights
through a single user interface, enabling contact center staff to
improve customer experience
Avaya Holdings Corp. (NYSE: AVYA) today unveiled the latest
advancements to its Avaya IX Contact Center portfolio, offering
compelling capabilities that enable increasingly valuable,
intelligent experiences to be easily added for Avaya’s large
installed base of contact center customers. These powerful
solutions will be featured at the Avaya innovation showcase during
GITEX Technology Week in Dubai, October 6-10.
Avaya IX Contact Center innovations have been implemented and
tested in production environments by organizations across the globe
and come in response to specific client requests aimed at improving
customer and employee experiences that bolster brand image as well
as reduce high operational costs. Both installed base and
greenfield customers can add real-time insights for agents and
managers to enhance customer experiences, easily connect agents
with experts throughout the organization to give customers fast
answers, and greatly improve channel-independent collaboration.
“Brands are built on the great experiences that employees
deliver to customers, starting with the contact center, and Avaya
continues to introduce customer-led innovations for our contact
center portfolio that enable better experiences to build great
brands,” said Chris McGugan, senior vice president, Solutions &
Technology, Avaya. “Contact centers are the cornerstone of creating
Experiences that Matter for organizations and their customers, and
the innovations we are introducing today, including new AI
capabilities, can enhance business outcomes by helping to improve
the customer journey.”
Highlighting the key role that Avaya’s customer-centric approach
to innovation played in the conception and design of the new
capabilities, Jim Lundy, Aragon Research CEO and Lead Analyst,
said, “Avaya works with their customers to quickly solve business
problems and enable use cases that are core to their business
success. Through innovations like this, Avaya is releasing
capabilities that infuse AI, surface real-time insights, and
integrate back office functions throughout the customer journey for
a better customer and employee experience.”
The new innovations now available for Avaya IX Contact Center
include:
- Avaya IX Teamspace, which deepens integration with the
back office by providing open, rich media chat and messaging
capabilities between customers, agents and back-office staff, for
easier, faster, real-time communication and collaboration. By
making back-office subject matter experts easily accessible to
customers and front-line agents and providing them real-time
context of the customer journey, Avaya IX Teamspace can drastically
increase resolution speed for customer queries and issues for
improved customer experience.
- Avaya IX Dashboard, an open, modular, extensible
dashboard that delivers an up-to-the-second snapshot of the
performance of the customer journey and associated CX, enriched
with easily accessible analytics. Delivered via a single interface
that can be viewed from anywhere and on any device, the solution is
designed for middle and senior CX managers, giving them the
real-time insight they need to drive better, faster decision making
and experiences across the enterprise.
- Agent Scripting, a flexible, browser-based call flow
scripting platform that provides the ability to define in- and
out-bound call flows. Addressing inconsistencies in agent skill
sets with a clear rules-based script that adapts as conversations
progress, Agent Scripting provides on-screen, step-by-step guidance
to better navigate customer interactions. And through integration
with CRM and other back-end systems, the capability can also make
valuable customer data instantly available to agents, enabling more
effective service and contributing to a faster time to
resolution.
“These capabilities have been developed through Avaya’s efforts
to directly address specific customer needs,” said Yaser Alzubaidi,
senior director of Digital Engagement Solutions, Avaya. “Originally
created as specific applications aimed at solving high priority use
cases, these new features are now widely available as compelling
offerings in the Avaya IX Contact Center portfolio, which will
bring huge benefits to a large number of contact centers.”
Avaya will showcase innovations in contact center and unified
communication that transform experiences for customers and
employees, at its stand at GITEX Technology Week 2019, under the
theme ‘The Art of Experience.’ Visitors to the trade show can see
Avaya’s latest innovations in action at the company’s stand, C10 in
Za’abeel Hall, at the Dubai World Trade Center, from October 6 to
10.
About Avaya
Businesses are built on the experiences they provide, and every
day millions of those experiences are built by Avaya (NYSE: AVYA).
For over one hundred years, we’ve enabled organizations around the
globe to win – by creating intelligent communications experiences
for customers and employees. Avaya builds open, converged and
innovative solutions to enhance and simplify communications and
collaboration – in the cloud, on-premise or a hybrid of both. To
grow your business, we’re committed to innovation, partnership, and
a relentless focus on what’s next. We’re the technology company you
trust to help you deliver Experiences that Matter. Visit us at
www.avaya.com.
Cautionary Note Regarding Forward-Looking Statements
This document contains certain “forward-looking statements.” All
statements other than statements of historical fact are
“forward-looking” statements for purposes of the U.S. federal and
state securities laws. These statements may be identified by the
use of forward looking terminology such as "anticipate," "believe,"
"continue," "could," "estimate," "expect," "intend," "may,"
"might," “our vision,” "plan," "potential," "preliminary,"
"predict," "should," "will," or “would” or the negative thereof or
other variations thereof or comparable terminology and include, but
are not limited to expected feature releases and statements about
future products, expected cash savings and statements about growth,
exchange listing and improved operational metrics. The Company has
based these forward-looking statements on its current expectations,
assumptions, estimates and projections. While the Company believes
these expectations, assumptions, estimates and projections are
reasonable, such forward-looking statements are only predictions
and involve known and unknown risks and uncertainties, many of
which are beyond its control. The factors are discussed in the
Company’s Registration Statement on Form 10 filed with the
Securities and Exchange Commission, may cause its actual results,
performance or achievements to differ materially from any future
results, performance or achievements expressed or implied by these
forward-looking statements. For a further list and description of
such risks and uncertainties, please refer to the Company’s filings
with the SEC that are available at www.sec.gov. The Company
cautions you that the list of important factors included in the
Company’s SEC filings may not contain all of the material factors
that are important to you. In addition, considering these risks and
uncertainties, the matters referred to in the forward-looking
statements contained in this report may not in fact occur. The
Company undertakes no obligation to publicly update or revise any
forward-looking statement as a result of new information, future
events or otherwise, except as otherwise required by law.
Source: Avaya Newsroom
View source
version on businesswire.com: https://www.businesswire.com/news/home/20190924005421/en/
Alex Alias alalias@avaya.com
Avaya (NYSE:AVYA)
Historical Stock Chart
From Aug 2024 to Sep 2024
Avaya (NYSE:AVYA)
Historical Stock Chart
From Sep 2023 to Sep 2024