"It has made
us more focused
on the actual communication rather than
how we communicate.”

- Avaya customer on TrustRadius

man and woman talking

Customers’ expectations are high, and their patience can sometimes run short. Organizations like yours need to ensure customers have the options they want when it comes to reaching you. Today, connecting across more touchpoints and ensuring that you have the right resources available at all times requires you to innovate.

Avaya’s unique approach toward innovation reduces the amount of investment required to add best-in-class technologies into customer experience processes and to drive new business outcomes. Avaya Experience Platform empowers organizations to build a dynamic and adaptable contact center ecosystem, incorporating AI and Automation. With our rich set of customizable capabilities, your business can synchronize employees, resources, and insights across the organization, to ultimately tailor the customer experience to fit your desired outcomes. Start by adding new capabilities delivered by the cloud to your on-premises platform, or migrate your solution to our cloud-based contact center.

But don’t just take our word for it – here’s what our customers think.

What customers are saying:

Check out Avaya Experience Platform ratings from independent review site TrustRadius.

DELIVER THE BEST CUSTOMER EXPERIENCES NOW

Get in touch

Case studies

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Challenges:
  • Siloed contact center technologies
  • Number of abandons within the contact center
  • Length of engagements
  • Lack of insight into customer journeys
  • Lack of agility to build solutions fast when needed
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Solution/Value Created:
  • Contextual insights from chat, email, voice and social
  • Contextual insights for proactive resolution
  • Analysis of historical data
  • Reduction in call handling times
  • Reduction in abandoned calls
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Outcome/Results:
  • 50% reduction in call-handling time
  • QCall abandon-rate under 1%
  • 50% efficiency enhancement
Watch the video
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Challenges:
  • Immediate need to increase district IT help-desk agents due to pandemic shut-downs
  • Solution to decrease time to implement
  • Disparate systems complicated desired integrations
  • Lack of robust reporting to improve operations
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Solution/Value created:
  • Cloud-based, omnichannel capabilities
  • Guidance and implementation through ACES team
  • Voice, email, messaging, chat, and social media communications
  • Ability to scale agents without the need for additional hardware
  • Seamless login for agents regardless of physical location
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Outcome/Results
  • Time and cost savings eliminating the need for additional licenses
  • Integration with other required systems
  • Efficient call flows for new channels with expertise from ACES team
  • Operational excellence with reporting, analytics and call recording
  • Post-pandemic ability to work-from-anywhere
Watch the video

Is your organization living up to your
customers’ expectations?

Great customer experience is a must for any organization looking to stay competitive in today’s market. Customers are expecting a seamless and connected experience each and every time. With an ever-changing contact center, your customer experience strategies need to adapt. Here’s why:

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Of consumers would rather do business with your competitor after just one bad experience

0

Of consumers admit they would stop doing business with your organization after just one bad experience

0

Of one-star reviews are directly related to poor customer experience

Download the full report today.

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Why Avaya?

Avaya is the only major UC and CC provider delivering enterprise-scale on-premises, hybrid and cloud solutions with flexible consumption models – OPEX and CAPEX. Avaya Experience Platform helps organizations to easy to connect everything — voice, video, chat, messaging, and more. Get started with Avaya today, and give your agents what they need to make every customer feel like they matter most—all in a single desktop view.

man and woman talking

What happens in 1 minute with Avaya

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agents on the phone

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active chat sessions

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agent chat sessions

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people on video calls

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simultaneous phone calls

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audio conferencing

Build the
best customer
experiences now.

Get in contact with an Avaya expert to start the conversation on how you can ensure your agents is ready and equipped with the right capabilities – email, chat, etc. – to successfully interact with your customers.

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