Avaya’s new analytics and customer interaction solutions use big data

Infotech Lead Asia: Avaya has introduced analytics and customer interaction solutions that utilize big data.

New Avaya Customer Experience Management solutions help enterprises improve the customer experience through any access point at any moment in the customer lifecycle while increasing efficiency and adaptability in business operations.

Avaya’s Asia Pacific Customer Experience Index reveals more than 60 percent customers demand multichannel communications, and 41 percent likely to move or have already moved their business as a result of poor customer service.

Avaya’s Customer Experience Management analytics and multichannel solutions empower enterprises to address the multi-faceted needs and expectations of customers.

Avaya claims that its Customer Experience Management solutions enable enterprises to offer more personalized, seamless interactions that are built on a greater understanding of a customer’s situation, preferences and value.

IT Navigator has benefitted from Avaya’s Call Center Elite Multichannel solutions.

Arik Shtilman, VP – business development, IT Navigator, said: “Call Center Elite Multichannel has allowed our organization to serve customers more efficiently, The ability to blend non-voice and outbound contacts with the traditional voice channel has improved agent productivity and extended our customer service reach.”

The company is utilizing Avaya Customer Experience Virtualized Environment to leveraging its existing VMware infrastructure and tools for faster deployment and streamlined management of applications in our data center.

David Naylor, head of Analytics at Ember Services, said that Avaya’s ability 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.

Chong Win-Lee, managing director of Avaya Asean, says its customer experience management analytics tools coupled with its multichannel interaction solutions replaces guesswork with certainty to support strategic decisions.


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