Avaya announces new contact centre products

New solutions are designed to integrate social networking into call centre communications

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Avaya announces new contact centre products Avaya has announced two new contact centre products in its Avaya Aura Contact Centre Suite, the Avaya Aura Contact Center 6.2 and the Avaya Aura Experience Portal.
By  Georgina Enzer Published  July 15, 2011

Avaya has announced two new contact centre products in its Avaya Aura Contact Centre Suite, the Avaya Aura Contact Center 6.2 and the Avaya Aura Experience Portal.

The new products are designed to help improve both agent-assisted and automated service and help drive more personalised and improved customer experiences across an array of media channels - including social media.

"Today's consumer interactions travel across many more communications modes - email, text, video and now social media. As these multimedia requirements evolve into ‘transmedia' needs - characterised by the seamless transfer of information across all kinds of communications - companies must effectively integrate all of these modes for consistency. Avaya addresses this with products driving high-quality customer experiences across various media, turning those experiences into competitive assets," said Mohammed Areff, managing director - Gulf and Pakistan, Avaya.

The Avaya Aura Contact Center 6.2 is a multimedia assisted care application, designed to enable businesses to solve customer issues by bringing all key parties along with customer information into a session. New features in the Contact Centre 6.2 are that collaboration with experts is now simplified through integration with Avaya Session Manager and social media can be integrated into the agent desktop through Avaya Social Media Manager and new consulting services.

Scalability has also been improved with support of up to 90,000 agents in a single virtual network, due to new integration with Avaya Aura Communication Manager.

The Avaya Aura Experience Portal now has an optimised automated services platform for multimedia inbound and outbound interactions and new advancements include integration with Avaya Aura Contact Centre, more cost-effective self-service through Experience Portal's ability to be deployed in a virtualised environment and faster application development for self-service is driven by the new Avaya Orchestration Designer.

Avaya Aura Contact Centre 6.2's multimedia capabilities are now unified with Avaya's automatic call distribution application, Avaya Aura Call Centre Elite, designed to enable unified desktop, reporting and administration. Avaya Experience Portal software and tools unify migration of open standards-based applications from Avaya Interactive Response, Avaya Media Processing Serverand prior releases of Avaya Voice Portal. 

"Ensuring quality customer service across multimedia channels increasingly means the creation of sessions that not only bring together customers, agents and experts in a fast, efficient way, but also retain a customer's context. The use of this approach to serve the heightened expectations of consumers is a differentiator for leading businesses," said Drew Kraus, research vice president, Gartner.

Avaya has also announced the Avaya Social Media Manager, designed to scan large amounts of social media content, such as tweets and Facebook updates, in an automated fashion, analyse the content for relevance and then enables customer service agents to take action.

Avaya's new contact centre applications are designed to be able to enhance service across many forms of communication and assemble customer context, such as history and account number and match it quickly with the right agent in real-time.

This can reduce the need for customers to repeat information and increases first contact resolution, driving competitively-differentiated service through improved customer satisfaction and revenue.

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