Avaya Inc. is helping its channel partners get into the big-data business with its new Customer Experience Management portfolio.
The tools are best suited for contact centers so companies may mine and analyze data. Then, they can create apps that target a customer's situation, preferences and value. As such, Avaya Customer Experience Management includes capabilities such as speech and contact flow analytics, as well as Aura Call Center Elite Multichannel, which comes with Web chat, social media, SMS, IM and email.
All of that creates for a complete virtualization platform, Avaya said, and makes way for apps including skills-based routing, multimodal interactions, reporting and self-service optimized for VMware environments. And that's critical for contact centers, said Ken Landoline, principal analyst at Current Analysis.
"The rich data captured by these operations should be used to improve the overall customer experience, as well as to feed virtually every other aspect of the business," Landoline said. "Organizations need to take a serious look at how they are serving their customers throughout the lifecycle and determine if that experience is how they wish to represent their company."
Mark de la Vega, vice president and general manager of Avaya's contact center business unit, agreed.
"Customers want convenience, but on the business side, delivering on convenience can be incredibly complex," he said. "Avaya’s customer experience management analytics tools coupled with our multichannel interaction solutions replaces guesswork with certainty to support strategic decisions that enable a more personal, streamlined experience that is integrated across channels throughout the customer’s journey."
Avaya Customer Experience Management is sold by the company's direct and indirect sales forces.