Avaya Enhances Call Center Technology With Mobile, Video And Social Media Interaction

As the number of methods and devices available for customer interaction continues to grow, consumers have become less tolerant of unsatisfactory merchant services, particularly customer support. New call center technology from Avaya strives to help merchants improve customer service, with expanded applications for mobile, video and social media interaction.

The enhanced Customer Experience Interaction Management Portfolio is designed to enable retailers to serve more customers through more channels while increasing performance and capacity for improved productivity and efficiency.

Improvements include branch, retail, remote employees and back-office environments. Retailers can balance objectives for top line revenue and cost reduction by improving the customer experience across every interaction and every touch point.

Specific enhancements to the Avaya Customer Experience Interaction Management Portfolio include: 

• Mobile: Avaya Customer Connections Mobile enables a consumer to navigate dynamic smartphone menus, which guide them through self-driven inquiries and tasks. All customer information from the start of the contact is carried throughout the entire interaction ― from self-service through assisted ― for a service experience that eliminates the need to repeat the same information.
• Social Media: Avaya Social Media Manager adds support for additional languages and integration with more social media sites, including Google Alerts, RSS and YouTube, in addition to Facebook and Twitter.
• Web Video: Avaya One Touch Video helps enable faster, richer customer collaboration and resolution to help build better relationships. A simple hyperlink embedded on a web page or sent via email enables voice and video collaboration between agents, experts and other enterprise employees ― as well as end users with access to any browser-enabled device.
• Routing Optimization: Avaya Aura Call Center Elite is designed to deliver significant increases in performance by consolidating and simplifying administration; reducing hardware, upgrade and maintenance costs; and allowing retailers to handle up to twice the calls in any given time period.