Avaya Raises the Bar on Self Service Customer Experiences for the Mobile-First Generation - Seite 2

--Nancy Jamison, principal analyst, Customer Contact at Frost & Sullivan

"Leveraging the newest releases of Avaya Experience Portal and Orchestration Designer, Swampfox Technologies delivers on the promise of omni-channel experiences and not simply 'visual IVR.' By integrating with Avaya Breeze, Swampfox captures the entire customer journey across mobile, SMS, and voice channels, engaging customers the right way, at the right time. Swampfox is very excited to introduce the mobile customer service capabilities of Avaya into our full solution stack."

 --Tom Hanson, vice president, Product and Marketing, Swampfox Technologies

"Consumers today want to shop, make purchases, troubleshoot issues and resolve problems while on the go. The ability to serve themselves from any mobile device and channel of communication is a core element of any omni-channel customer service strategy, and mobile apps have proved a boon to self-service and brands. To be successful, mobile self-service needs to take into account that the consumer may need additional assistance and provide continuity and context between the mobile user experience and the heart of the contact center. Avaya's customer engagement applications provide that link."

--Karen Hardy, senior director of Customer Engagement at Avaya

Resources

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Case studies

About Avaya

Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. Avaya Breeze™ enables third parties to create and customize business applications for competitive advantage. The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information please visit www.avaya.com/apac/.