Omnichannel Assisted Experience delivers and manages inbound and outbound customer interactions across voice, email, IM, text, web chat, fax and social media. It ensures measurable and prompt responses to customer inquiries regardless of communication channel.
Avaya Aura® Contact Center is a context-sensitive, collaborative, voice and multimedia customer contact solution that allows enterprises to anticipate, automate and accelerate customer interactions. The software’s multimedia capabilities facilitate routing of communications via voice, email, instant messaging and more. Context preservation allows employees to better anticipate customer needs, improving first-contact resolution.
It is an automatic call distribution application that optimises routing and resource selection, allowing agents to offers conditional (if/then) call routing. Managers can choose whether inbound calls connect with the least busy agent, the first available agent, or the one with skills that best match the customer's needs.
The Interaction Center software suite provides enterprise-class control of contact-center communications across multiple channels: voice, text/SMS, email, Web chat, and Social Media. Its open-standards-based architecture simplifies design, deployment, and maintenance, so businesses can easily integrate it with their own data, applications, and switching systems.