...Customer Experience

- Latest solution unifies and simplifies multichannel self-service and proactive engagement with a single, software platform
- Transforms customer service strategies with combined SMS, email, and phone-based campaigns that increase results
- Intelligently coordinates services and resources based on real-time insights

Guildford, UK – 11 March, 2014 – Avaya today announced new and enhanced Customer Experience Management solutions to help businesses eliminate the fragmented, high-effort service that jeopardises customer loyalty and revenue growth. From a single software platform, new capabilities increase reach and bring every aspect of the customer experience into a seamless, dynamic stream with greater, real-time visibility into interactions and contextual information. The end result is a transformed customer experience built one interaction at a time.

According to a recent Avaya survey[1], 93% of business managers recognise that not providing a holistic, personalised, proactive customer experience has potential consequences which can include lost customers, missed sales opportunities and lower revenue, and reduced loyalty.

Avaya Customer Experience Management (CEM) solutions help deliver that holistic, proactive experience by enabling companies to centralise and orchestrate all mobile, web and contact centre interactions that occur throughout a customer care cycle. Companies can now easily design and manage interactive proactive outreach and self-service applications over SMS and email along with existing mobile, phone, video, and other touch points from a single platform. By doing so, companies have greater visibility, insights, and control across mobile, web and the contact centre, and enable a consistent, omni-channel customer experience that’s missing from many customer service strategies today. 

The new capabilities are available now and offered through the following applications:

- Avaya Aura® Experience Portal 7.0 is Avaya’s market-leading application platform for omni-channel inbound and outbound self-service and contact routing applications from Avaya and Avaya DevConnect Partners. The latest release builds on the platform’s open, Web services-based architecture with support for two-way SMS and email. New zoning capabilities make it easier to localise delivery of customer care calls and reduce network charges.

- Proactive Outreach Manager brings together management of all outbound communications -- from agent-based predictive dialling campaigns to automated voice, email, SMS alerts and services -- into a single solution managed on the Avaya Aura Experience Portal. The new release supports agent-based predictive dialling with both Avaya Aura Call Center Elite and the latest release of Avaya Aura Contact Center.

- Intelligent Customer Routing helps optimise each and every interaction through real-time visibility into caller intent, cross channel interaction history and other business insights. The latest release allows even finer control based on target service levels, enterprise resources, and customer segmentation.

Avaya Proactive Outreach and Intelligent Customer Routing applications run on Avaya Aura Experience Portal.  Avaya Aura Orchestration Designer, which comes free with Avaya Aura Experience Portal and Avaya Aura Contact Center, allows developers to create self-service and agent workflows across mobile, SMS, email, social, and other contact centre and web touch points.

Further, the next evolution of the Avaya Aura® Collaboration Environment will build on these capabilities to enable simplified context management, enterprise work assignment, real-time speech analysis, WebRTC and more. Avaya Aura Collaboration Environment enables rapid, cost-effective solution development and repeatability. Non-developers can integrate snap-ins for drag and drop programming of real-time and long running transactions. Avaya CEM-ready now, the next release of Avaya Aura Collaboration Environment and Avaya Snap-ins are planned to be generally available later this year.

Avaya Professional Services help companies optimise Customer Experience Management through a complete menu of services for self-service and agent-assisted contact centre environments.

Quotes
“Companies can no longer afford to maintain the status quo by relying on older contact centre technologies thinking the expense and disruption of an upgrade will put their operations at risk. The bigger picture is that if they don’t address the changing customer demands their entire business is already at risk. Avaya enables companies to close the gap between what customers expect today and help companies build truly legendary experiences – one interaction at a time.”     
Mark de la Vega, vice president and general manager, Customer Experience Management Solutions, Avaya

“When we merged the two customer care solutions from Telefonica, Fixed Line and Mobile, we were dealing with a very complex situation and desperately needed to simplify our contact centre to ensure a reliable, consistent customer experience. Simplicity was critical with over 25,000 agents spread across different continents, systems and with a huge diversity of services. Since we’ve implemented the Avaya Contact Center solution we have been able to dramatically improve service and realise faster times to market for new programs and services”
Mario Soro Fernandez, CRM director, Telefonica Spain

“True integration of the customer experience across all available communications channels, devices and applications is the holy grail of customer service, and Avaya is one of the few vendors that offer it today. Using a single platform to design and deliver an omni-channel experience will enable the consistency, insight and operational benefits both companies and customers want today.”
Nancy Jamison, principal analyst, Customer Contact, Frost & Sullivan

Additional Resources
Avaya Connected Blog: The Doctor Will Text You Now

[1] The survey was commissioned by Avaya and conducted by Dynamic Markets Limited.  It details research with business managers in large companies and with adult consumers.  The 13 countries covered are UK, Germany, the Netherlands, Russia, US, Canada, Singapore, Japan, India, China, Australia, Mexico and Brazil.  For the business sample, 1268 interviews were collected with respondents who confirmed prior to interview that as part of their job they come into contact with customers and / or prospects.  They also confirmed that they operate at middle manager level and above, and that in total their organisation has at least 1,500 employees or more.  The quantitative interviews were conducted online between 22nd January and 4th March 2014.  Before and during the interviews, respondents were not aware that Avaya had commissioned the research.