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Avaya Rolls Out Enhancements to Cloud-Based Contact Center

Call Center

Avaya has unveiled new innovations to its Avaya IX Contact Center portfolio in response to specific client requests to improve customer and employee experiences that bolster brand image as well as reduce high operational costs.

Paul Lang, Avaya’s head of contact center product marketing, tells Channel Partners the advancements give Avaya and its partners an advantage as it provides “turnkey solutions that directly address the needs of our partners.”

“We tested and implemented these new innovations across the globe working closely with our partners to address the specific requests we were receiving,” he said. “Our new layered innovations can enhance business outcomes by improving the customer journey for our partners based upon the feedback sourced directly by our partners and their customers.”

The new innovations include:

  • Avaya IX Teamspace, which deepens integration with the back office by providing media chat and messaging capabilities among customers, agents and back-office staff.
  • Avaya IX Dashboard, an open, modular dashboard that delivers a snapshot of the performance of the customer journey and associated customer experience with improved analytics.
  • Agent Scripting, a browser-based call-flow scripting platform that provides the ability to define inbound and outbound call flows.
Avaya's Chris McGugan

Avaya’s Chris McGugan

“Brands are built on the great experiences that employees deliver to customers, starting with the contact center, and Avaya continues to introduce customer-led innovations for our contact center portfolio that enable better experiences to build great brands,” said Chris McGugan, Avaya’s senior vice president of solutions and technology. “Contact centers are the cornerstone of creating experiences that matter for organizations and their customers, and the innovations we are introducing today, including new AI capabilities, can enhance business outcomes by helping to improve the customer journey.”

Both installed base and new customers can add real-time insights for agents and managers to enhance customer experiences, connect agents with experts throughout the organization to give customers fast answers, and improve channel-independent collaboration, according to Avaya.

“These capabilities have been developed through Avaya’s efforts to directly address specific customer needs,” said Yaser Alzubaidi, Avaya’s senior director of digital engagement solutions. “Originally created as specific applications aimed at solving high-priority use cases, these new features are now widely available as compelling offerings in the Avaya IX Contact Center portfolio, which will bring huge benefits to a large number of contact centers.”

Last week, Avaya and IBM unveiled an agreement in which Avaya will adopt hybrid cloud solutions from IBM to help expand its ReadyNow private cloud UC and contact center offerings internationally and speed up the pace of modernization.


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