With the addition of Avaya Aura Call Center Elite Multichannel, Avaya now delivers a complete virtualization solution for contact centers. Avaya Customer Experience Virtualized Environment provides organizations with Avaya contact center applications such as skills-based routing, multi-channel interactions, reporting and self-service capabilities optimized for VMware environments. Avaya Customer Experience Virtualized Environment enables companies to simplify and accelerate deployment of sophisticated contact center applications while maintaining world-class functionality and reliability.
To support the growing demands on organizations, Avaya Contact Center Optimization services from Avaya Professional Services offers full customer experience management lifecycle consulting to determine the right solution for any situation. Avaya Contact Center Optimization services draw on the skills of Avaya consultants who are specialists in business strategy, solution road mapping and operational improvement, as well as experts at building and optimizing applications that improve customer experience and integrate into any business and technology environment.
"Avaya's contact center solution is head and shoulders above anyone else's solution today. When we learned of the Customer Experience Virtualized Environment, it made sense for us since we could now take advantage of our existing virtualization strategy and backend infrastructure. This helps us reduce our server costs and deliver the reliability and services that our clients expect."
--Michael Branca, president, Tel-Networks USA, LLC
"Avaya's ability to place speech analytics into context and identify key words and phrases helps us intelligently interpret the findings and turn them into data-driven recommendations for our client. Avaya's Speech Analytics technology reveals the DNA of the call. It breaks down the call into its different components: the who, the what, the why. Our understanding of the client's business, coupled with our experience as operators and consultants, allows us to then turn that information into action."
--David Naylor, Head of Analytics, Ember Services
"Contact centers should be viewed as highly strategic operations in every company, and ensuring quality and consistency across multimedia channels must be a priority. 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. 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."
--Ken Landoline, Principal Analyst, Current Analysis
"Companies today are struggling to keep pace with serving customers the way they need to be served to increase their lifetime value. Customers want convenience, but on the business side, delivering on convenience can be incredibly complex. 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."
--Mark de la Vega, Vice President & General Manager Contact Center Business Unit, Avaya
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