Avaya to Showcase Composable Contact Center Solutions for Customers, Employees that Deliver Total Experiences at Customer Contact Week (CCW)
June 21 2022 - 8:00AM
Business Wire
Avaya (NYSE:AVYA), a global leader in solutions to enhance and
simplify communications and collaboration, today announced that at
Customer Contact Week 2022 (CCW), the world’s largest contact
center event series taking place now through June 23, it will
showcase composable contact center solutions in the Experience
Economy where, in order to succeed, businesses must deliver Total
Experiences for customers and employees. Avaya is one of the only
vendors in the industry delivering customers and end-users a Total
Experience – the intersection of Customer, Employee, User, and
Multiexperience.
Avaya OneCloud™ CCaaS makes it easy to connect everything—voice,
video, chat, messaging, and more—to deliver effortless experiences
for customers and employees at every touchpoint, enabling
businesses to provide a Total Experience.
“Today’s customer knows what they want, exactly when and how
they want it, and has high expectations for each interaction with a
brand,” said Paul Lang, Head of Contact Center Solutions Marketing,
Avaya. “Giving them what they want, however, will take brands
moving to a total and effortless experience across applications,
devices and interactions. This type of experience is only possible
when cloud capabilities, AI and automation are mixed into every
customer touchpoint and digital channel, and this is what Avaya
OneCloud CCaaS provides.”
Avaya sessions include Key Trends in Conversational Artificial
Intelligence (AI) and How to Compete in the Experience Economy.
Avaya OneCloud™ CCaaS demonstrations on-site focus on applications
– Conversational AI, Virtual Agent, and Composable Desktop.
Monolithic, generic apps don’t enable businesses to create and
deliver personalized experiences. A platform approach, with
composability at its core, allows companies to completely reimagine
communications by breaking down monolithic apps into discrete
components, each of which can then be built, scaled, and maintained
independently. Avaya Workspaces helps improve agent productivity
and the overall employee and customer experience by integrating
multiple applications into a single modern composable desktop and
empowering customer support to personalize the customer experience
by enabling them to view and interact with customer journey
details.
Join Avaya at CCW for customer panel discussions about embracing
and delivering a Total Experience moderated by Brian Cantor, IQPC
Analyst, on Wednesday, June 22, and Thursday, June 23, from 11:00
a.m. – 11:45 a.m. PT. Find out How to Compete in the Experience
Economy from Avaya Director and Chief Evangelist Steve Forcum on
Wednesday, June 22, and Thursday, June 23, from 1:45 p.m. – 2:30
p.m. PT. All Avaya sessions take place at the Avaya Pavilion #1, in
the Caesars Forum Conference Center.
According to Gartner Peer Insights, global organizations that
have implemented Avaya OneCloud CCaaS to improve customer
experience have touted its functionality and performance, as well
as the future vision for the solution. Users have called Avaya
OneCloud CCaaS a "hugely capable solution providing group-wide
benefits for a digital business," and a "simple and easy to use
cloud solution." Avaya is delivering contact center solutions
through Avaya OneCloud CCaaS including:
- Smarter self-service: Deliver intelligent,
conversational self-service—24/7—with options to connect with a
live agent.
- Intelligent routing: Match customers with the best
employees using business rules, internal and external context, and
desired outcomes.
- Customer Journey Intelligence: Get ahead of every
interaction by predicting needs and proactively engaging customers
with customer journey intelligence.
- Completely connected employees: Enhance team
collaboration with converged communications that dissolve front-
and back-office silos.
- Simplify with a composable desktop: Put everything
employees need in one place. Provide employees with a consolidated,
simplified desktop view of everything they need across voice and
digital channels. Connect your CRM application to get the best of
both worlds.
- Deliver more with AI: Be ready for whatever customers
might want next. Increase employee performance in real time by
delivering prompts, initiating workflow actions, and enhancing
compliance based on spoken words or phrases.
- Maximize performance: Create stronger teams. Improve
interactions and identify skills gaps using quality management and
advanced scoreboards to track, manage, and improve team
performance, including gamification, coaching, and eLearning.
Reserve time with Avaya at CCW by contacting
avayaevents@avaya.com to explore an enhanced contact center
experience for your business.
Additional Resources
- Read our blog, What is Contact Center as a Service
(CCaaS).
- Download our report, Ventana Research Names Avaya Exemplary
Vendor in Agent Management.
- Read our blog, How can we be better for our customer service
employees?
- Not at Contact Center Week? Sign up for a virtual demo from
Avaya.
- Read about Datamark on cloud nine after shift to scalable,
flexible platform.
About Avaya
Businesses are built by the experiences they provide, and
everyday millions of those experiences are delivered by Avaya
Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the
future of work, with innovation and partnerships that deliver
game-changing business benefits. Our cloud communications solutions
and multi-cloud application ecosystem power personalized,
intelligent, and effortless customer and employee experiences to
help achieve strategic ambitions and desired outcomes. Together, we
are committed to help grow your business by delivering Experiences
that Matter. Learn more at http://www.avaya.com.
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Source: Avaya Newsroom
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Julianne Embry jcembry@avaya.com
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