Avaya has unveiled new, next generation analytics and customer interaction solutions that help harness the power of big data and the growing number of ways that customers want access to companies.

New Avaya Customer Experience Management solutions bring powerful new tools for mining and analysing data, applications for expanding and synchronising multichannel customer interactions and deployment options for virtualised environments. The new solutions help companies improve and streamline the customer experience through any access point at any moment in the customer lifecycle while increasing efficiency and adaptability in business operations.

The need for multichannel and data analytic capabilities becomes more pronounced as Avaya’s Asia Pacific Customer Experience Index reveals more than 60% of customers demand multichannel communications, and 41% were 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 organisations to proactively address the multi-faceted requirements and expectations of customers today. Many current technologies limit the ability to create an accurate picture – or contextual awareness – of the customer’s experience, their needs and behaviours. The growing number of customer interaction channels generates new challenges to delivering service across channels, yet also provide organisations with more opportunity than ever to extract valuable insights through smart analytics.

Avaya Customer Experience Management solutions enable enterprises to offer more personalised, seamless interactions that are built on a greater understanding of a customer’s situation, preferences and value. Avaya’s unique solutions help companies deliver an exceptional brand experience that grows net promoter scores and ultimately, drives greater revenue – now boosted by the following new capabilities:

· Avaya Aura Call Centre Elite Multichannel layers multichannel capabilities – including web chat, social media, SMS, IM, and email – onto the world’s leading, most reliable call centre software. Elite Multichannel makes it easier for organisations to add new access channels and manage cross-channel customer experiences. Existing Call Centre Elite users can add multichannel with minimal disruption to operations or reporting systems.

· Avaya Automated Chat integrates with live chat support to deliver more responsive, personalised online service. Avaya Automated Chat can improve customer satisfaction with faster, more accurate responses delivered through an intelligent response engine and streamline the transition from self-service to live service. Agent resources can be used more effectively and lower the cost of serving customers. An optional feature, Answer Desk, allows non-chat agents to tap the automation engine to quickly get answers for their non-chat customer contacts.

· Avaya Speech Analytics integrates the actual voice of the customer into performance management practices. Avaya Speech Analytics mines voice-based customer interactions to deliver business intelligence that might otherwise be missed in text-based or manual analyses for insights that can drive process improvements, support regulatory compliance and identify new sources of revenue.

· Avaya Contact Flow Analytics enables organisations to identify and remedy call flow issues through a number of visualisation tools, including flow graphs, dashboards and tabular reports. Currently available through Avaya Professional Services, Contact Flow Analytics provides information about the effectiveness and efficiency of routing, agent performance and the overall customer experience.

With the addition of Avaya Aura Call Centre Elite Multichannel, Avaya now delivers a complete virtualisation solution for contact centres. Avaya Customer Experience Virtualised Environment provides organisations with Avaya contact centre applications such as skills-based routing, multichannel interactions, reporting and self-service capabilities optimised VMware environments. Avaya Customer Experience Virtualised Environment enables companies to simplify and accelerate deployment of sophisticated contact centre applications while maintaining world-class functionality and reliability.

To support the growing demands on organisations, Avaya Contact Centre Optimisation services from Avaya Professional Services offers full customer experience management lifecycle consulting to determine the right solution for any situation. Avaya Contact Centre Optimisation services draw on the skills of Avaya consultants who are specialists in business strategy, solution road mapping and operational improvement, as well as experts at building and optimising applications that improve customer experience and integrate into any business and technology environment.

“Call Centre Elite Multichannel has allowed our organisation 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. Now, with Avaya Customer Experience Virtualised Environment, we’re also leveraging our existing VMware infrastructure and tools for faster deployment and streamlined management of applications in our data centre,” says Avaya business development vice president Arik Shtilman.