Avaya Raises the Bar on Self Service Customer Experiences for the Mobile-First Generation

SANTA CLARA, CA--(Marketwired - May 24, 2016) -  With the majority of consumers today now reaching for mobile devices as their primary access to the Internet,¹ many find a significant gap between the mobile app experience and customer service.² To help close that gap and deliver market-differentiating digital omni-channel customer journeys, Avaya today announced its latest customer engagement solution, Avaya Aura Experience Portal (7.1). The latest innovation redefines the mobile customer experience by connecting seamlessly between visual self service mobile applications and on-demand assistance to a contact center agent or expert--together with complete context of the customer journey.

The benefits of providing fully integrated, mobile self-service include:

• Increased customer satisfaction and loyalty: mobility translates into convenience, speed of service and more first-contact resolutions, which in turn contribute to satisfied customers.
• Improved brand perception: early adopters of mobility capabilities will stand out from their slower competitors and customers may even reward this innovation with word-of-mouth and social promotion.
• Operational improvements such as 1) reduced traffic into the contact center as more routine transactions are handled through mobile self-service, and 2) more accurate routing and reduced interaction time by bringing richer contextual data into the contact center and using it to make better routing decisions, to better equip agents, etc.
• Reduction of development and support costs: having a single environment for managing the customer experience across the set of channels supported will not only simplify the management and support of the environment but reduce costs.

Quotes

"Avaya Aura® Experience Portal 7.1 really takes customer engagement to the next level. Our beta tests of the Mobile Web with Avaya Breeze integration revealed an omni-channel powerhouse capable of seamlessly passing information among Voice, SMS, and Email channels. Organizations can now easily accommodate mobile and desktop technologies to provide an intelligent, convenient, and truly comprehensive communication experience for their customers."

-- Danette Craig, vice president/general manager, Interactive Northwest, Inc. (INI)

"Omni-channel engagement, particularly from mobile devices, is all about convenience and reducing customer effort. Combining Avaya Breeze capabilities with Avaya Experience Portal can provide great benefits in easing development of effortless mobile self-service."