New updates unveiled for Avaya IX contact centre portfolio

New tools for frontline agents include messaging features to connect back-office experts

Brands are built on the great experiences that employees deliver to customers, starting with the contact centre.
Brands are built on the great experiences that employees deliver to customers, starting with the contact centre.

The latest advancements to the Avaya IX Contact Centre portfolio ensure intelligent experiences can be easily added for Avaya’s contact centre customers. 

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

“Brands are built on the great experiences that employees deliver to customers, starting with the contact centre, and Avaya continues to introduce customer-led innovations for our contact centre portfolio that enable better experiences to build great brands,” said Chris McGugan, senior vice president, Solutions & Technology, Avaya. “Contact centres are the cornerstone of creating Experiences that Matter for organisations 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.”

The new innovations now available for Avaya IX Contact Centre include:

Avaya IX Teamspace deepens integration with the back office by making back-office subject matter experts easily accessible to customers and front-line agents and providing them real-time context of the customer journey. Avaya IX Teamspace can significantly increase resolution speed for customer queries and issues for improved customer experience.

Avaya IX Dashboard delivers a real-time snapshot of the performance of the customer journey and associated CX, enriched with easily accessible analytics. Delivered via a single interface that can be viewed from anywhere and on any device, the platform is designed for middle and senior CX managers, giving them the insight they need to drive better decision-making.

Agent Scripting, a browser-based call flow scripting platform that provides the ability to define in- and out-bound call flows. Addressing inconsistencies in agent skill sets with a clear rules-based script that adapts as conversations progress, Agent Scripting provides on-screen, step-by-step guidance to better navigate customer interactions. And through integration with CRM and other back-end systems, the capability can also make customer data instantly available to agents.

Avaya will showcase its contact centre and unified communication technologies at its stand at GITEX Technology Week 2019, under the theme ‘The Art of Experience.’

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