ADVERTISEMENT Customer and employee experience matter more than anything else. When you have engaged, empowered employees, it has a direct and positive impact on customer experience. Avaya Experience Platform™ makes it easy for organizations to deliver effortless customer experiences across different channels and devices while helping maximize employee and team performance. Avaya Experience Platform empowers employees with faster, more responsive and always-on customer engagement. Avaya Experience Platform helps organizations deliver effortless, consistent, and memorable experiences by: ▪ Connecting all touch-points throughout the entire journey—from voice, email, messaging, chat, social and more. ▪ Matching customers with the best employees using business rules, internal and external context and desired business outcomes. ▪ Getting ahead of every interaction by predicting needs and proactively engaging customers with customer journey intelligence. ▪ Personalizing employee experiences with a modern workspace that easily brings customer insights from different applications and systems into a single pane of glass. Avaya Experience Platform is designed for how you’re working now and in the future. Deliver the Experience Customers Expect Customers want to use their smart phone or tablet to interact with organizations across a variety of channels including voice, email, text messaging and social. With Avaya Experience Platform, organizations can deliver the effortless experience that customers expect—across different touchpoints and devices. It’s intuitive and proactive, delivering the consistent, personalized service that’s needed to build customer loyalty and brand advocacy. With customers scrolling, swiping, talking, texting, sharing, and downloading - anywhere, across any device - it’s critical for organizations to support dynamic and increasingly complex expectations around customer and employee experience. Avaya Experience Platform enables organizations to quickly and easily innovate using cloud technologies to deliver the exact experience that provides customers more options, faster responses, and a more personalized approach. With Avaya Experience Platform, you can deploy an AI-based virtual agent over the top of your call handling infrastructure that can engage customers in a conversational way so customers can serve themselves faster and more efficiently. If an interaction needs to elevate to an employee, the virtual agent can intelligently route the customer to the best-suited employee using information collected during the self-service experience. Knowledge Management can also reduce call volumes and handle times by delivering contextual knowledge articles to employees and to customers via self-service options. Two-factor authentication and voice biometrics can enhance compliance and protect organizations and customers from fraud and liability risks. Avaya Experience Platform provides advanced productivity desktop tools to improve the performance of employees and the contact center. Attribute-based routing intelligently pairs customers with the right resources at the right time. The modern employee and supervisor browser-based desktop gives employees the information and tools they need—at their fingertips when they need them, and out of the way when they don’t. The intuitive, unified experience speeds employee adoption with little to no training required.
Deliver Experiences that Matter with a Hassle-free, Always on Contact Center To learn more about Avaya Experience Platform visit us at www.avaya.com/en/products/experience-platform Innovation Ventana Research named Avaya an Exemplary Vendor in its Agent Management Value Index 2022 Maximize Employee and Team Performance ADVERTISEMENT