Avaya Adds Collaboration, Social Media to Aura

Avaya Inc. on Tuesday introduced new capabilities within its Avaya Aura contact center products for businesses.

The key additions to Aura Contact Center 6.2 and Aura Experience Portal give customers new ways to reach companies namely through real-time collaboration (email, text and chat) and social media (Facebook and Twitter).

Avaya said the extra functionalities will help agent-assisted and automated services extend more personalized service to end-users. Thats because the technology puts information such as customer history and account number at agents fingertips right away. That means customers dont have to keep repeating their information, a situation that typically causes frustration among callers.

In addition, Aura Contact Center 6.2 now can support up to 90,000 thanks to new integration with the Aura Communications Manager.

Avaya sells the Aura platforms through channel partners such as dealers and VARs. The company didnt immediately say whether end-users will have to pay to upgrade their existing platforms.

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