Avaya's New Aura Contact Center 6.2, Aura Experience Portal Integrates Channels

摘要

Multichannel integration-to meaningfully interact with customers in realtime regardless of means. Landline or mobile has become imperative for enterprises if they wish to retain and grow market share. A study for Avaya (www.avaya.com) by callcentres. net reveals that 40 percent of customers state they prefer interactions taking place over nonvoice channels to calls for customer service. Moreover, social media use by customers and by employees for interactions is growing. And there are now reports that company staff are going "rogue" by responding to comments and posts outside of corporate frameworks which risks mixed messaging by different staff and confusion for all the world to see. To enable effective-and managed-multichannel interactions, Avaya has now come out with Avaya Aura Contact Center 6.2 and Avaya Aura Experience Portal, formerly the Avaya Voice Portal, which, says Jorge Blanco, vice president, marketing, contact center says is "akin to two halves of the brain." And to train it Avaya now offers consulting services.