This is a really exciting week as an Avaya associate especially being a member of the Contact Center product team because of the summer 2011 product launch. Avaya has announced a new suite of tools that dramatically increase the ability of organizations to orchestrate the experience of their customers. Among these important new product releases is Avaya Aura® Contact Center 6.2.
Avaya Aura Contact Center 6.2 is the latest version of the award winning assisted care solution that delivers the multimedia collaboration capabilities required for a context-rich customer experience. In the past I have written about the importance of context in the customer experience and how surrounding the customer with the knowledge and resources of the organization transforms customer service from a cattle call to a concierge encounter.
The prior prevailing interaction model was a set of serial transactions in which the customer did much of the work. Competitive differentiation based upon customer experience in the contact center was often a matter of who frustrated the customer the least during the customer's search for answers. Too few organizations realized that the contact center is an extension of the organization's reputation and for many customers today, the only place that valuable human interaction takes place.
We've all experienced it: we dial a toll free number; we key in our account number; we sort through endless "self-service" prompts that seldom answer our exact questions only to eventually reach a live person who asks us to repeat information over again. We ask ourselves, "Was I not asked? Did I not verify? Don't they have computers that store this information so I don't have to be asked yet again?"
Avaya Aura Contact Center 6.2 is a dramatic step forward in combating these common contact center perils. By creating a complete view of the customer and the context of their interaction, Avaya Aura Contact Center allows businesses to manage the customer experience in a way that consistently delivers a superior level of engagement.
Like the conductor of a symphony the business owner is empowered by Avaya Aura Contact Center to coordinate the resources of her organization and direct them in the service of delivering the value of the organization to the customer. Problems are solved with speed and efficiency driving down costs while increasing customer satisfaction. New opportunities for interaction with customers including the ability to seamlessly integrate social networking technologies into the workflow expand the reach of the contact center agent into an active part of the organization's value delivery.
Avaya Aura Contact Center 6.2 includes a new unified agent desktop and a consolidated reporting platform. Avaya Contact Center Control Manager provides a single comprehensive management interface for all of the underlying systems eliminating the need to master multiple user interfaces.
Avaya Aura Contact Center's Multi-Channel Assisted Care provides a unified inbound and outbound experience across Avaya Experience Portal and Proactive Contact. The revolutionary change from call distribution and routing to the collaborative and context based conference eliminates the loss of information that previously forced customer repetition. Information becomes persistent and the customer is no longer lost at sea.
Underlying the move forward into these new capabilities is Avaya's commitment to previous customer investments. Whether moving from a legacy Nortel Enterprise or an Avaya Elite Call Center system, there is a transition. Also included is increased multi-site networking capabilities for the virtual contact center and increased business continuity and resiliency with geographic redundancy and high availability options.
I hope you share my excitement.
If you'd like to learn more may I suggest that you view the replay of the webcast, Achieving Competitive Advantage Through Superior Customer Collaboration.
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