Avaya today announced Avaya Aura Experience Portal, its latest customer engagement solution on mobile, promising better mobile customer experience.
The new solution is designed to connect seamlessly between visual self service mobile applications and on-demand assistance to a contact center agent or expert and plug the gap between the mobile app experience and customer service for majority of consumers.
Benefits of Avaya Aura Experience Portal
# Increased customer satisfaction and loyalty
# Improved brand perception
# Reduced traffic into the contact center
# More accurate routing and reduced interaction time
# Reduction of development and support costs
Danette Craig, vice president, Interactive Northwest, Inc. said: “Our beta tests of the Mobile Web with Avaya Breeze integration revealed an omni-channel powerhouse capable of passing information among voice, SMS, and email channels.”
Combining Avaya Breeze capabilities with Avaya Experience Portal can provide benefits in easing development of effortless mobile self-service.
Nancy Jamison, principal analyst, Customer Contact at Frost & Sullivan, said: “Omni-channel engagement, particularly from mobile devices, is all about convenience and reducing customer effort.”
Swampfox Technologies will introduce the mobile customer service capabilities of Avaya into its full solution stack.
Tom Hanson, vice president, Product and Marketing, Swampfox Technologies, said: “By integrating with Avaya Breeze, Swampfox captures the entire customer journey across mobile, SMS, and voice channels, engaging customers the right way, at the right time.”
Karen Hardy, senior director of Customer Engagement at Avaya, said mobile self-service needs to take into account that the consumer may need additional assistance and provide continuity and context between the mobile user experience and the heart of the contact center.
