Omnichannel Automated Experience offers customer a secure and productive self-service options across web, mobile, voice and other preferred channels. It integrates self-service with call routing and back office applications to deliver an optimised customer experience.
- Avaya Aura® Experience Portal
- Callback Assist
- Proactive Contact
- Proactive Outreach Manager
- Intelligent Customer Routing
Avaya Aura® Experience Portal provides organisations with a single point of orchestration of all automated voice and multimedia applications across inbound phone or video, as well as outbound, phone, email, or SMS applications.
The Callback Assist application provides callers with choices for their service experience when agents are not immediately available to take their calls. It announces to callers the estimated wait time, and then offers to have an agent call them back, versus waiting on hold. In addition, callers can select either an immediate callback when an agent becomes available or a callback at their preferred available time and date, avoiding the inconvenience of waiting on hold.
Proactive Contact is for the creation and management of outbound campaigns and customer communications. It offers superior voice detection and predictive dialling capabilities that alongside inbound/outbound agent blending help you improve customer satisfaction and increase agent productivity.
Proactive Outreach Manager allows you to create and send customers automated outbound voice, email, and SMS communications such as billing reminders, account or order statuses, product announcements, and more. It can be linked to your existing web and contact centers, so you can deliver faster response services.
Businesses can achieve a tremendous competitive advantage with high touch, high value service from start to finish. With Intelligent Customer Routing, callers are intelligently greeted with dynamic, personalized self-service that matches their profile and context of the call. These while-your-are-waiting options can include up-sell/cross-sell, information gathering, personal account enhancements, offer callback, proactive alerting, and more.